Access Operations Agent; Referral Ops HR

Access Operations Agent (Referral Ops) Full Time (08-HR) Days

1.0 FTE Full time Day - 08 Hour R2552036 Onsite  Admitting ECC-Referral Ops Ctr Administrative Support.

Location:

NEWARK, 7600 Gateway Blvd, California.

Day - 08 Hour (United States of America).

This is a Stanford Health Care job.

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 inquiries.

Locations Stanford Health Care.

What You Will Do

• 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 escalates 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 knowledgebase tools to clearly articulate accurate information regarding SHC services.
• Use functionality of the telephone system as required.
• Perform other departmental duties as assigned.

Education Qualifications

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

Experience Qualifications

• 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.

Required Knowledge,

Skills And Abilities

• 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.

Licenses and Certifications

• None.

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 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.

Base Pay Scale Generally starting at $28.34 - $31.94 per hour. The salary of the finalist selected for this role will be set 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.