Access Operations Specialist

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview

The Access Operations Specialist at Stanford Health Care's (SHC) Enterprise Contact Center (ECC) 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 (AOCC) staff is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries.

The Access Operations Specialist is for internal SHC candidates only.

Locations

Stanford Health Care

What you will do

• Expertise of 2 or more specialized functions and primary resource for at least two of the specialized functions
• Answers multi-line phone, screens and routes calls, takes messages for clinic staff and physicians
• Assures appropriate verification of information prior to scheduling
• Communicate effectively with clinic staff regarding scheduling preferences and respond to urgent patient needs, escalating when appropriate
• Efficiently navigates medical records and ensures patient information is up to date and accurately entered in correct location
• Accurately documents and routes calls to proper department
• Meets all regulatory and compliance standards
• Performs complex workflows
• Assists patients in registering, scheduling, changing, and/or canceling appointments across multiple departments/specialties
• Handles and coordinates same day add on and/or urgent request with clinical team
• Handles calls as needed to ensure department meets service level goals
• Follows documented protocols and guidelines, including HIPAA and HIMS guidelines
• Other departmental duties as assigned, including but not limited to assisting with process improvement, training and project work

Education Qualifications

• High school diploma or GED equivalent Required
• Associates degree in health care related field from an accredited college or university preferred

Experience Qualifications

• Three (3) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment
• Internal candidates must meet the following requirements in addition to the Minimum Qualification: • Sustained QA score of 'Excellent' as defined by the QA program guide• No performance improvement plans, verbal or written warnings on file for the past 12 months and acceptable Annual Review • 1 year in current position and in the same business area at ECC

Required Knowledge, Skills and Abilities

• Ability to schedule or coordinate in multiple specialities
• Advanced knowledge in EPIC
• Strong written and verbal communication skills, customer service, interpersonal skills and cross-cultural competency.
• A top performer in accordance to current department standards
• Type 40 words per minute
• Excellent customer service skills
• Knowledge of basic medical terminology
• 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

Physical Demands and Work Conditions

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

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.

Base Pay Scale: Generally starting at $34.45 - $38.81 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.