Member Experience Receptionist

Kaiser Permanente; North Kensington (MD); Sur place; USD 32 000 - 45 000; Plein temps

Résumé du poste

Kaiser Permanente seeks a Front Desk Associate in a Kaiser Permanente facility to ensure a welcoming, efficient member experience. You will assist with admissions, registrations, and information referrals, while handling funds and paperwork with accuracy.

Primary duties include greeting members, scheduling visits, managing documents, and coordinating with providers and staff to maintain smooth operations. A professional appearance and clinical knowledge are preferred.

Qualifications

• Minimum 1 year of customer service experience.
• High School Diploma or GED.
• Demonstrates working knowledge of health plan coverage types.
• Proficiency in the use of applicable computer software and technology.

Responsabilités

• Welcomes and greets members at kiosks and assists with wayfinding.
• Provides general information or refers to staff as necessary.
• Registers members: verify eligibility, update demographics, identify FYIs and features, create new accounts as needed.
• Processes member paperwork; receives funds and posts transactions.
• Schedules appointments and informs members of dates and pre-appointment instructions.
• Answers and screens calls; takes messages or forwards calls as appropriate.
• Maintains supplies for kiosks and reception areas.
• Notifies staff of urgent member needs and unusual situations.
• Orders member cards and ensures proper documentation.
• Wears KP-provided jacket; performs related duties as appropriate.

Connaissances

Customer service

Cash handling

Scheduling appointments

Phone communication

Information referral

Professional appearance

Formation

High School Diploma or GED

Outils

Medical office software

Description du poste

Job Summary:

Ensures interaction with member constitutes a compelling customer experience through welcoming, registering, and assisting members.

Essential Responsibilities:

• Welcomes and greets members at kiosks and general areas and assists with way-finding.
• Assists members by providing general information, or referring to appropriate staff, as necessary.
• Registers members to include: verifying eligibility; updating demographic information; identifying FYIs and special features; coordinating appropriate assistance, and creating new accounts, as needed.
• Initiates the completion of paperwork relating to members visit. Processes paperwork as appropriate.
• Receive and return prepared forms to members.
• Receives funds from members, completes receipts, and properly posts transactions.
• Retrieves, reconciles, and deposits change fund.
• Schedules appointments at the request of members and providers in accordance with established protocol.
• Informs members of appointment date(s) and gives appropriate pre-appointment instructions, as necessary.
• Receives and screens telephone calls, if necessary, takes messages or forwards calls, as appropriate.
• Returns appropriate calls to members and staff as directed by provider or nursing staff.
• Request and maintains supplies for the kiosks and reception areas.
• Informs providers or staff of members needing immediate attention. Brings unusual situations to the attention of the appropriate staff.
• Order member cards.
• Offer wheelchair assistance under established guidelines.
• Wears professional attire to include a KP-provided jacket.
• Performs other related duties, as appropriate.

Basic Qualifications:

Experience

• Minimum one (1) year of customer service experience required.
• Per the National Agreement, current KP Coalition employees have this experience requirement waived.

Education

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

License, Certification, Registration

• N/A

Additional Requirements:

• Demonstrates a working knowledge of Health Plan coverage types, for example (but not limited to) traditional and deductible products within 6 months of employment.
• Proficiency in the use of applicable computer software and technology.

Preferred Qualifications:

• One (1) year of reception experience in a healthcare setting preferred.
• Knowledge of medical terminology preferred.
• Current BLS certification preferred.