Associate, Patient Registration

Kaiser Permanente; Atlanta (GA); On-site; USD 36,000 - 48,000; Full time

Job summary

Kaiser Permanente is seeking a Patient Registration Associate to be the first point of contact for members and visitors. You will handle registration, scheduling, payments, and information requests with a focus on excellent customer service.

Responsibilities include verifying eligibility, updating demographics, assisting with financial transactions, and providing pre-visit instructions while supporting back-office tasks and patient navigation as needed.

Qualifications

• Requires exceptional customer service orientation and problem-solving skills.
• Proficient in MS Office and healthcare software. Familiar with EPIC EMR.
• Associates degree or equivalent experience in customer care/administration/healthcare; GED acceptable.

Responsibilities

• Assist members with registration, verify eligibility and update demographics.
• Process co-payments and front-end forms; assist with Medical Financial Assistance.
• Explain health plan options, Kaiser Permanente services, and clinic locations.
• Handle cash, reconcile end-of-day totals, and manage OSB collections.
• Assist with onboarding of new members and patient navigation as needed.
• Support back-office duties: phones, referrals, scheduling, and records.

Skills

Customer service orientation

Problem solving

Conflict resolution

Communication

Independent work

Education

Associates degree in customer care/office administration/healthcare

High school diploma or GED

Tools

MS Office Suite

EPIC EMR

Health Connect

Job description

Job Summary:

The Patient Registration Associate is the first point of contact for Kaiser Permanente members and visitors. Responsible for business functions related to patient registration and appointment scheduling. Leverages digital and non-digital platforms to handle Release of Information and Business Office processes. Provides exceptional member experiences and assists with insurance forms, benefits, and payment transactions. Addresses member concerns in a timely manner. Must be able to work independently, take initiative, and prioritize multiple projects simultaneously.

Essential Responsibilities:

• Assist members with registration, verifying eligibility and updating demographic information, payment plans, and creating new accounts.


• Process co-payment and regulatory front-end forms and assist members who qualify for Medical Financial Assistance by setting up qualifying services.


• Utilizes available resources to determine patient account status and answers questions regarding co-pay, deductibles, co-insurance, and deposits, as applicable.


• Provides explanation on member health plan portfolio, Kaiser Permanente services and business cycle, benefits, and clinic locations, as appropriate.


• Proficient in Point of Service (POS), back-office copay, and outstanding balance (OSB) collection.


• Practices proper cash handling, reconciliation, and end-of-day processes in accordance with established policies and guidelines.


• Assist new members through the onboarding process.


• Address and resolve member concerns.


• Subject matter expert for support of customer service coordinator and handling escalated member concerns.


• Greets members in the MOB at Kiosk general areas and assists with wayfinding.


• Proficient in Health Connect as related to their job duties.


• Manages complex appointment scheduling at the request of members/physicians, per established protocols, and provides pre-appointment instructions, as necessary.


• Assists with patient navigation, as appropriate.


• Adheres to record retention practices.


• Documents quality issues and informs the appropriate personnel.


• Follows appropriate procedures for medical and non-medical emergencies in the medical office building or campus.


• Request and maintain supplies for the Kiosk and reception areas.


• Support of back-office duties and projects (i.e. answering phones, calling nurse/lab tech for IVs, coordinating patient transport, coordination with ancillary services, including pharmacy, lab, and radiology, instrument delivery and inventory management, assist with ordering and stocking of linens and nutrition supplies, obtaining outside medical records, ordering referrals, scheduling appointments and stat tests, etc.).


• May perform other duties as assigned.

Basic Qualifications:

Experience

• Minimum three (3) years of experience in service-related field, such as patient registration, admitting, billing/collections, appointment scheduling, cash handling experience, and knowledge of managed care.


• Minimum three (3) years of work experience involving cash handling or cash balance or reconciliation.


• Minimum two (2) years of work experience using multiple business software applications simultaneously.

Education

• Associates degree in customer care, office administration, healthcare or two (2) years of experience in a directly related field.


• High School Diploma or General Education Development (GED) required.

License, Certification, Registration

• N/A

Additional Requirements:

• Must demonstrate exceptional customer service orientation, problem solving, and conflict resolution skills.


• Successful completion of Customer Service Assessment.


• Advanced computer skills MS Office Suite, including data entry experience and familiarity with general office equipment and software.


• Conflict resolution skills.


• Effective written and verbal communication skills.


• Must be able to work independently.

Preferred Qualifications:

• Experience within a health care setting preferred (i.e. insurance, managed care industry, medical terminology, Medical Assistant experience) preferred.


• Knowledge of financial transactions preferred.


• Knowledge of electronic medical record experience (i.e. EPIC) preferred.


• Familiar with HIPAA guidelines (patient privacy) preferred.


• Customer service aptitude demonstrated through Customer Service Assessment preferred.