Access Operations Associate – Patient Access to Healthcare – Stanford Health Care – Newark, CA

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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

• Respond to a high-volume of incoming and outgoing telephone calls and faxed referrals.
• Assist patients in registering, scheduling, changing, and canceling appointments.
• 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 escalate appropriately.
• Maintain respect and composure when speaking with customers.
• Efficiently navigate medical records and ensure patient information is up-to-date and accurately entered in the correct location.
• Communicate with care team and support staff on various patient issues.
• 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.
• Adhere to work schedules including breaks and lunches.
• Use functionality of the telephone system as required.
• Other departmental duties as assigned.

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

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 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.