Registration Specialist - Clearlake/Ukiah, Ca

Planned Parenthood Northern California (PPNorCal) is seeking a Registration Specialist for our Clearlake & Ukiah Health Centers. This role is full-time, 40 hours per week. PPNorCal provides a comprehensive benefits package including 100% employer paid medical insurance for the employee, 50% employer paid medical insurance for dependent children, dental and vision coverage, employer paid life and long-term disability insurance, 15 days of paid time off to start, 10 paid holidays, and a 403(b) retirement plan with up to 4% employer match after 12 months of service.

APPLICATION INSTRUCTIONS: After review of your application, resume and qualifications, you may be invited to the next phase of the selection process, which includes a pre-recorded video interview, responding to screening questions. If you are being invited to do the video interview, you will receive an email and text with the video platform link and will have 5 days to complete this video interview.

SUMMARY

The Registration Specialist role is responsible for ensuring excellent customer service and a positive patient experience at the front desk. The Registration Specialist role ensures the integrity of front desk operations through understanding and applying knowledge of all front desk processes and procedures, including insurance verification and registration, charge reconciliation, time of service payment collections, appointment scheduling, billing processes and quality assurance.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide exceptional customer service with every patient, every time they come into the health center.
• Utilize excellent customer service skills, check-in and check-out patients, schedule appointments, answer phones, enter data proficiently into the Epic EPM/EHR system.
• Greet patients and communicate approximate wait times and walk-in appointment availability.
• Follow office opening and closing procedures daily.
• Communicate with back-office staff regarding walk-in demand and wait times.
• Assess patient eligibility for funding, health insurance programs and/or fees. Collect payments, and complete corresponding on-line eligibility processes.
• Serve as a patient advocate ensuring they are aware and take advantage of all state programs such as Medi-Cal, PE, Family PACT, etc., as well as sliding fee discounts based on family size and income.
• Perform financial counseling with patients to ensure they are aware of their insurance coverage and financial responsibility.
• Sign patients up for state funded programs such as FPACT and PE using DHCS portals.
• Negotiate payment plans for patients who cannot afford payment in full using agency established parameters.
• Refer patients to patient navigator for financial counseling as needed for visit coverage.
• Support pre-registering patients prior to their arrival in the health center.
• Ensure accurate completion and patient understanding of all necessary registration and consent forms.
• Appropriately handle records requests for patients and outside providers.
• Strictly adhere to patient privacy laws and internal PPNorCal policies regarding patient privacy and protection.
• Schedule follow-up appointments in a timely manner according to patient and provider schedules.
• Handle incoming and outgoing faxes as needed.
• Proactively communicate identified risks to supervisor to minimize risk when possible.
• Reconcile billing and ensure check-out procedures happen in real time before patient exits health center.
• Participate in health center efforts to achieve established goals for productivity.
• Participate in health center/affiliate efforts to achieve established revenue cycle goals.
• Remain flexible and available to extend/change scheduled hours as needed to meet the needs of the health center and our patients.
• Follow affiliate-wide protocols, policies, and procedures, and any center-specific policies and procedures. Understand and demonstrate, in all interactions, the importance of high-quality care, including accurate charting, filing, and follow-up.
• Participate in maintaining general upkeep of the facility; keep lobbies, reception area, and other rooms tidy.
• Adhere to affiliate goals and policies on professionalism, wait time in-health center, and the system for addressing patient complaints.
• Maintain professional image through appropriate dress and manner.
• Always utilize the principles of trauma-informed care and communication throughout all interactions with other staff and patients.
• Float RHS staff are required to travel to multiple regional based health centers as requested. May be short notice and travel will be greater than 50% of time.
• Other administrative responsibilities as assigned.
• Active participation in the advancement of PPNorCal’s Diversity, Equity, and Inclusion commitment.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

• Associate degree (A. A.) or equivalent from two-year College or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Experience working as a receptionist or office setting preferred.
• Knowledge of medical insurance plans preferred.
• Ability to work calmly, efficiently and represent the organization with a high degree of professionalism.
• Excellent customer service, problem solving, judgment, organizational, and communication skills.
• Ability to multi-task and to work independently and as a member of the team.
• Flexible and able to work in other health center locations, as requested.
• Must be able to travel to Administration Offices to attend training courses and meetings as needed.
• Bilingual in English and Spanish highly desired.
• Ability to support the provision of receptionist services to socioeconomically diverse populations with cultural competency.
• Ability to support the provision of reproductive health care services with a non-judgmental, patient-centered approach.
• Commitment to quality health care.

LANGUAGE SKLLS

Ability to read and interpret documents such as safety rules, office operating and maintenance instructions, and insurance procedure manuals. Ability to document medical charts concisely, accurately, and according to PPNorCal protocols.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to manage cash, make change, and balance the daily posts.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of basic keyboarding, internet access and email systems.

PROTECTED HEALTH INFORMATION (PHI) ACCESS REQUIREMENT

As required for patient treatment and health care operations.

OTHER SKILLS, ABILITIES, QUALIFICATIONS

• Possess the ability to view services through the patients' eyes to serve patients promptly, competently, and in a friendly manner. Possess the ability to recognize complaints as opportunities to improve service.
• Be capable of working in a busy environment, handling multiple tasks simultaneously without compromising accuracy, attention to detail, and courtesy and respect to patients and staff.
• Through meetings and discussions, help develop ideas for improving services in ways that patients value.

Pay Range: Planned Parenthood Northern California (PPNorCal) supports California’s new law (SB 1162) enhancing pay transparency. This new law requires employers with 15 or more employees to include a pay range in job postings. The pay range reflects the compensation that a new employee can expect to receive if offered employment. Employees with more experience, education, and other qualifying factors may be compensated at a higher rate of pay. The pay range for this position is: $21.00 - $22.00 per hour.

Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex, gender identity, sexual orientation, national origin, age, disability, income, marital status, or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences.

We provide healthcare and education services to 137,000 adults and youth every year at 17 health centers located throughout 20 Northern California counties. Planned Parenthood Northern California offers high-quality, affordable health care to all, regardless of income, insurance, or immigration status. We care. No matter what!