Patient Access Rep II

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Day - 08 Hour (United States of America)

This is a Stanford Health Care - University Healthcare Alliance job.

A Brief Overview
Under general supervision, the PAR handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SMP departments/clinics. The PAR staff within SMP contact centers are responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.

The PAR II performs PAR I duties, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate actions; executes work in an assigned area to develop expertise needed to be fully functional in an assigned specialty area/clinic.

Locations
Stanford Health Care - University Healthcare Alliance

What you will do

• C-I-CARE
• Executes world class practices of service and patient care in support of C-I-CARE standards.
• Uses C-I-CARE templates and the following components for all communication with patients and staff:
• CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
• INTRODUCE yourself and your role
• COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
• ASK permission before entering a room, examining a patient or undertaking an activity
• RESPOND to patient’s questions or requests promptly; anticipate patient needs
• EXIT courteously with an explanation of what will come next
• Job Scope
• Performs independently all of Level I, in addition, but not limited to the following:
• Registers new patients, schedule new or follow-up appointments and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
• Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary.
• Resolves any system red flags as they are encountered.
• Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
• Assists patients with general questions.
• Facilities communication between the patients and the physician or clinic.
• Delivers basic knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the appropriate department(s).
• Follows documented protocols and guidelines while utilizing reference documents and resources.
• Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
• Manages EHR in-basket(s), work queues, CRM, telephone encounters and referrals.
• Floats as needed.
• Provides orientation and training to new staff as assigned.
• Serves as a job expert in assigned areas, taking on additional special assigned duties.
• Delivers consistent high-level of customer service by using CI-Care principles.
• Meets all regulatory and compliance standards.
• Knowledge
• Same as Level I and, in addition:
• Requires the ability to apply knowledge to perform work.
• Prioritizes own tasks.
• Ability to independently check in-basket(s), and responds to patient and care team messages.
• Fully proficient in Electronic Medical Record System.
• Level of Supervision
• Continues to develop knowledge and skills. Work is reviewed for accuracy and completeness.
• Assignments are selected to provide increased complexity and variety within the specialty area.
• All other duties as assigned including department-specific functions and responsibilities:
• Performs other duties as assigned and participates in organization projects as assigned.
• Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies.

Education Qualifications

• High school graduate or equivalent required.

Experience Qualifications

• One (1) to three (3) years of related experience required.
• One (1) to three (3) years of call center, and/or patient access experience preferred.
• EPIC experience preferred.

Required Knowledge, Skills and Abilities

• Strong verbal/writte