Patient Access Medical Assistant II

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Day - 08 Hour (United States of America)

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

Under general supervision, the MA 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 MA staff within the multiple SMP contact centers is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries.

Distinguished Characteristics:

PAMA II – Performs PAMA 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.

Stanford Health Care
- University Healthcare Alliance

• Patient Registration:
• Registers patients, schedules appointments, and updates patient registration.
• Resolves any system red flags as they are encountered.
• Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary.
• Communication and Contact Center Procedures:
• Assists patients with general questions.
• Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
• Facilitates communication between the patient and the physician or clinic, responding to questions as needed.
• Delivers basic knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the proper department(s).
• Meets all regulatory and compliance standards.
• Delivers consistent high-level of customer service by using CI-Care principles.
• Follows documented protocols and guidelines, while utilizing reference documents and online knowledgebase tools.
• Meets and exceeds departmental quality assurance standards.
• Cross trains within assigned region.
• Supports training of new staff as assigned.
• Serves as a job expert in assigned areas, taking on additional special assigned duties.
• Manages EHR in baskets, refills, telephone encounters, & referrals within multiple regions.
• Electronic Health Record Documentation:
• Accesses EHR to communicate to clinical staff and/or providers through telephone encounters.
• Manages EHR in-baskets, pools, and process telephone encounters.
• Responds to My Health messages, process refills, and pend referrals.
• 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.

• High school graduate or equivalent.
• Medical Assistant Diploma from an approved school/institution or equivalent documented training.

• 2-3 years of patient care experience in a medical office.
• 2-3 years of experience in patient access, or a call center preferred.

• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Legible handwriting.
• Ability to maintain composure during challenging interpersonal interactions.
• Basic math skills.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Fully…