Cashier Receptionist Scheduler Imaging

Job Summary The cashier receptionist/scheduler is a member of the health care department team in the Imaging/Radiology department who functions under the direction, guidance, and supervision of the department manager, assistant manager, or designee. The cashier receptionist/scheduler greets and checks in all patients reporting to the medical office in a professional and courteous manner. This position is responsible for accurate check‑in, scheduling, revenue collection, and safeguarding revenue for all patients. The role requires extensive use of the computer and significant contact with the public, spending at least 50 % of the time on scheduling.

Grade: 4

Essential Responsibilities

Serves as an ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior toward and around patients and members, taking accountability for customer experience at the point of service.

Creates a welcoming environment by maintaining a professional demeanor, appearance, and physical environment.

Greets patients, assists with facility directions, provides resources, answers questions, and escalates issues when applicable.

Actively seeks information to understand patient circumstances, problems, and expectations.

Addresses patient problems, concerns, and issues, escalating to management when necessary.

Refers to other departments and administrative services.

Consistently demonstrates service behaviors and principles.

Understands the Kaiser Permanente Mission and the patient Bill of Rights, integrating them into interactions.

Demonstrates culturally sensitive, polite communication with patients, members, physicians, staff, and visitors.

Interacts appropriately with patients/visitors across age, developmental, and cultural factors.

Utilizes Language Line, QBS, and ASL services as needed.

Demonstrates telephone etiquette skills and takes accurate, legible, and complete messages, forwarding them to the appropriate party.

Follows patient registration policy and procedures, applying the registration script and electronic systems, or manual records when systems are down.

Systems

Navigates and uses multiple organizational systems (e.g., registration, appointment, email).

Accesses, reviews, and keeps current with reference materials that alert to system and workflow changes.

Completes all tasks within a technical system to perform expected job duties.

Understands system impact when making decisions that may affect billing, clinical or regulatory reporting, cost‑share collection, etc.

Initiates downtime procedures when necessary.

Other registration duties may include: obtaining patient medical record numbers, scheduling follow‑up appointments, recording additional patient information, screening for metallic objects prior to MRI, referring patients for financial counseling, receiving and releasing patient valuables, maintaining the patient will‑call area box, and performing same‑day scheduling duties during registration.

Verifies patient identification to ensure the right patient for the right exam and documents accordingly.

Records and verifies demographic information such as address and contact information.

Ensures completion and documentation of receipt of patient forms per system prompts and departmental procedures.

May distribute relevant brochures or letters to patients or their agents.

Benefits

Has a working knowledge of health plan coverages and demonstrates basic understanding of guiding principles for Health Plan coverages.

Provides basic coverage and benefit information to patients, referring them to appropriate resources for complex questions.

Determines patient membership and benefits according to displayed benefit information in electronic systems.

When electronic information is unavailable, trusts patients regarding benefit and coverage information.

Records insurance information requests and verifies insurance information from patients, including Medicare Secondary Payor information and other financial sponsor details.

Creates appropriate accounts and coverages in the electronic system.

Cash Handling and Revenue Collection

Complies with all applicable cash handling policies and procedures.

Handles revenue, reconciles shifts, and deposits funds according to the Cash Handling Responsibility Agreement.

Safeguards all revenue collected during the shift, assigned revenue documents, and keys assigned for cash control.

Obtains, secures, and ensures sufficient denominations for change.

Documents and reports discrepancies using correct procedures.

Problem‑solves and attempts to resolve cash discrepancies in the cash drawer and change fund.

Obtains verification and necessary pending authorizations from non‑KP insurers when the Financial Counselor is unavailable.

Informs patients that they may receive a bill based on their coverage and services received.

Never denies or defers services based on a patient's ability to pay.

Calculates member liability based on benefit plan and collects the appropriate cost share from patients.

Identifies and collects non‑dues revenue from patients.

Notifies patients of payment options and other critical information regarding their financial liabilities.

Explains basic cost share information to patients.

Uses overrides for cost share collection as directed by registration policies and procedures.

Other Responsibilities

Manages and performs department‑specific tasks.

Adheres to all department, facility and regional policies and procedures.

Communicates with clinical and non‑clinical staff as needed.

Communicates clearly, appropriately and constructively with other staff and physicians in the ED, the Medical Center, and the community.

Works toward positive operational outcomes.

Performs other duties as required.

Must spend no more than 50 % of time on the above duties.

Scheduling

– Must spend at least 50 % of time on these duties:

Facilitates timely scheduling of patients by coordinating information with physicians or technologists.

Receives orders, facilitates appropriate scheduling assignments, and communicates information to patients.

Verifies staff messages to reply to the ordering physician prior to scheduling.

Prioritizes cases/referrals utilizing established guidelines.

Contacts patients to schedule exam/procedure and returns appointments per established procedures and scheduling guidelines.

Utilizes protocols to determine and communicate proper patient preparation, including checking for allergies, lab tests, and pre‑requisite exams.

Notifies patients of cost share obligations and conducts screening questionnaires when applicable.

Notifies physician to order pre‑requisite tests or medications as appropriate, according to protocol.

Communicates via technology to provider offices to ensure orders have been placed or authenticated.

Refers patients to other resources as needed (e.g., eligibility and financial support services).

Follows defined KP Health Connect workflows.

Secures patient charts and related documents in advance of exam/procedure.

Cancel and reschedule appointments when needed.

Notifies all departments in a timely manner within the center of any schedule changes.

Contact patients to remind them of appointments and preparation.

Provide exam/study preparation materials to patients per protocol.

This job has no supervisory responsibilities.

#J-18808-Ljbffr