Registration Specialist - (Bilingual - Spanish) Santa Rosa, CA

Job Description

Job Description

Planned Parenthood Northern California (PPNorCal) is seeking a bilingual (Spanish) Registration Specialist in our Santa Rosa Health Center This role is full-time, 40 hours per week. PPNorCal offers a comprehensive benefits package, including 100% employer-paid medical insurance for full-time employees, 75% coverage for dependent children, 25% coverage for spouses/domestic partners, dental and vision insurance, employer-paid life and long-term disability coverage, earned time off (ETO) and paid sick time accrued based on hours worked, a 403(b) retirement plan with up to 4% employer match after 12 months, and 10 paid holidays plus 2 floating holidays each year.

Work Schedule:

Monday: 11:30 AM - 8:00 PM
Tuesday: 8:30 AM - 5:00 PM
Wednesday: 8:00 AM - 4:30 PM
Thursday: 8:30 AM - 5:00 PM
Friday: 8:30 AM - 5:00 PM
Saturday: 8:30 AM - 5:00 PM (2 Saturdays a month, with rotating weekday off) 

This position is represented by SEIU Local 1021.  

EXTERNAL APPLICANTS: 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 position is responsible for ensuring a successful, patient experience throughout their visit to the health center. 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.

• Consistently provide exceptional customer service to patients and other individuals who present at the health centers.
• 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, and uncompensated care options.
• 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 medical record 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. 
• Utilize the principles of trauma-informed care and communication throughout all interactions with other staff and patients at all times, under all circumstances.
• Float Registration Specialist 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 in 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. 
• Willingness to commute to nearby centers as needed. 
• Float Registration Specialist must provide proof of reliable transportation, valid CA driver's license and proof of insurance.
• Must be able to travel to Administration Offices to attend trainings 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 SKILLS

Ability to read and interpret documents such as safety rules, office operating and maintenance instructions, and insurance procedure manuals. Ability to document in medical chart 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: The wage scale reflects the compensation that a new employee can expect to receive if offered employment. The wage scale for this position is $25.75 to $30.78 per hour, based on relevant professional years of experience.

Planned Parenthood Northern California PPNorCal is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. PPNorCal is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact Human Resources to make arrangements.

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!

Our experienced and caring medical staff gives each patient honest information and personal attention. We provide a full range of services, including birth control, breast exams, cancer screenings, medication and in-clinic abortion, pregnancy testing and counseling, prenatal care, PrEP, and nPEP to prevent HIV infection, STI screening and treatment, vasectomy and infertility services, gender-affirming hormone therapy, and more.