Access Operations Agent; Specialty Patient Access HR

Access Operations Agent (Specialty Patient Access) Full Time (08-HR) Days

1.0 FTE Full time Day – 08 Hour (United States of America). R2550528. Onsite . Admitting ECC – Specialty Patient Access Administrative Support. NEWARK, 7600 Gateway Blvd, California.

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 communications 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 inquiries.

Stanford Health Care – NEWARK, 7600 Gateway Blvd, California.

• Respond to a high volume of incoming and outgoing telephone calls and faxed referrals.
• Coordinate care by scheduling, editing, and maintaining routine patient physician appointments for new and returning patients.
• Facilitate communication between the patient and the physician or clinic.
• Deliver expert knowledge regarding clinic-specific processes.
• Accurately document and route calls to the proper department.
• Identify urgent customer needs or operational issues, and escalated appropriately.
• Work with care teams, patients, and outside facilities to obtain necessary information required for care.
• Communicate with the care team and support staff on various patient issues.
• Obtain and update insurance information.
• Meet all regulatory and compliance standards.
• Deliver high-level of customer service.
• Follow documented protocols and guidelines.
• Meet and exceed departmental quality assurance standards.
• Use reference documents and online knowledge base tools to clearly articulate accurate information regarding SHC services.
• Use functionality of the telephone system as required.
• Other departmental duties as assigned.

• High School Diploma or GED (or equivalent).

• One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment.
• Internal candidate from Level I: six (6) months required; external candidates: one (1) year required.

• Type 40 words per minute.
• Excellent customer service skills.
• Knowledge of medical terminology.
• Demonstrated knowledge of proper English grammar in speaking and writing.
• Effectively listen to resolve patient/customer 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.
• Working knowledge of EPIC or other patient/customer database.
• Ability to apply C‑I‑CARE to work.

• None.

• 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.

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 disability, or the perception of any of the above.

People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

The pay for this role generally starts at $28.34 – $31.94 per hour. The final salary will be determined based on a variety of factors including, but not limited to, internal equity, experience, education, specialty, and training. This pay scale is not a promise of a particular wage.