Access Operations Associate (Specialty Patient Access) Enterprise Contact Center - 1.0 FTE Full-Time Days (08-HR)

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) 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 SHC departments/clinics. The Access Operations Contact Center staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires


Locations
Stanford Health Care

What you will do

• • Obtains insurance authorization as necessary and communicate status to patients
  • Coordinates outpatient appointments and conjunctive services
  • Assists patients needing to schedule across multiple departments/specialties
  • Assists community physicians requesting to consult with SHC physicians
  • Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed
  • Educates patients on providing medical records and other medical documentation needed for SHC appointments
  • Communicates with patients regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary

Education Qualifications

• High School Diploma or GED High school diploma or GED equivalent.

Experience Qualifications

• Two (2) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment

Required Knowledge, Skills and Abilities

• Type 40 words per minute
• Intermediate computer skills (Windows, Excel, and Word)
• Good communication, customer service, interpersonal skills and cross-cultural competency.
• Knowledge of medical terminology
• Demonstrated knowledge of proper English grammar in speaking and writing
• Effectively listen to resolve patient's/customers inquiries
• Maintain respect and composure in stressful situations
• Navigate complex software tools and accurately input data
• Effectively document caller notes into the medical record
• Ability to adjust communication to fit the needs and level of understanding of the receiver
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment
• Ability to plan, prioritize, and organize work independently with attention to detail

Licenses and Certifications

• None

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.



You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disa