Posted Mar 15, 2024

If youre ready to be part of our legacy of hope and innovation we encourage you to take the first step and explore our current job openings Your best is waiting to be discovered 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 highvolume 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 departmentsclinics 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 The Access Operations Coordinator is for internal SHC candidates only Access Operation Specialists may also qualify for an Access Operations Coordinator Training focused role with expanded scope and responsibility around training activities within ECC and their assigned department Locations Stanford Health Care What you will do <ul><li>Handles calls as needed to ensure pod meets service level goal<li> <li>Supports daily activities of staff in pod and is available to answer staff questions as needed<li> <li>Provides detailed instructions to staff on standard workflows and how to handle exceptions to documented processes<li> <li>Handles escalated calls such as irate or upset patients and callers requesting to speak to a supervisormanager<li> <li>Investigates scheduling defects andor patient complaints Identifies root cause Provides findings and recommendation to Assistant Manager and log scheduling defects<li> <li>Researches and recommends knowledgebase revisions and additions<li> <li>Escalates operational issues as needed to management and recommends solutions<li> <li>Demonstrates best practices by being a role model<li> <li>Validates resource management communicates and delegate schedulingreschedulingcancelation needs<li> <li>Ensures equipment wallboards copy machine phones workstation are functioning andor escalation to resolve issue<li> <li>Handles daily reports such as agent productivity Midday WQ volume and Call Metrics<li> <li>Assists with training employees on department standard work<li> <li>Supports management with projects and process improvements<li> <li>Assists with developing workflows<li> <li>Meets all regulatory and compliance standards<li> <li>Delivers highlevel of customer service<li> <li>Follows documented protocols and guidelines<li> <li>Meets and exceeds departmental quality assurance standards<li> <li>Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services<li> <li>Uses functionality of the telephone system as required<li> <li>Training Coordinator focus additional duties<li> <li>Perform new hire training on department specific workflows and competencies<li> <li>Perform refresher training as recommended and in partnership by ACM Manager Core Training or QA<li> <li>Develop department specific curriculum learning assessments and materials to support both new hire and refresher training<li> <li>Maintain staff proficiency list for all department staff including sign off of competency and training attendance<li> <li>Optimize update and maintain knowledge base tools for department specific workflows guidelines and content includes identification of improvements or projects<li> <li>Actively participate in the community of operations Trainers within ECC to continue learning alignment of content or workflows and joint training efforts across departments<li> <li>Conduct at a high proficiency one on one and group learnings both at the department level and cross functional<li> <li>Maintain a high QA and continue to model ideal agent behavior<li> <li>Participate in projects and provide training expertise curriculum development workflow or guideline specifics and overall successful implementation for assigned training activities<li> <li>Other departmental duties as assigned<li> <ul>Education Qualifications <ul><li> Bachelors degree from an accredited University OR Associate degree from an accredited college or university preferred <li> <li>High School Diploma or GED Minimum High school Diploma or GED <li> <ul>Experience Qualifications <ul><li> Four 4 years of progressively responsible and directly related work experience in a healthcare setting preferably in a call center environment and<li> <li> Prior lead or supervisory experience or demonstrated experience at SHC Preferred <li> <ul>Required Knowledge Skills and Abilities <ul><li>Skilled in effective communications customer service problem solving and managing multiple priorities <li> <li>Demonstrated knowledge and understanding of insurance eligibility benefits contract language and medical terminology <li> <li>Ability to demonstrate supervisory OR trainingknowledge base skills <li> <li>Demonstrates knowledge of registration policies FSC determinations and contract information <li> <li>Accurately utilizes EPIC insurance dictionaries to assign FSC <li> <li>Demonstrates acceptance of patient and family regardless of race gender disease process lifestyle sexual orientation religious or cultural beliefs <li> <li>Ability to utilize appropriate manual and electronic systems <li> <li>Navigate complex software tools and accurately input data <li> <li>Effectively document caller notes into the medical record <li> <li>Ability to adjust communication to fit the needs and level of understanding of the receiver <li> <li>Ability to apply business logic to resolve patientcustomer issues while managing multiple priorities <li> <ul>Licenses and Certifications <ul><li>None <li> <ul>These principles apply to ALL employees SHC Commitment to Providing an Exceptional Patient amp 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 CICARE standards for all of patients families and towards each other CICARE is the foundation of Stanfords patientexperience and represents a framework for patientcentered 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 familys perspective <ul><li>Know Me Anticipate my needs and status to deliver effective care<li> <li>Show Me the Way Guide and prompt my actions to arrive at better outcomes and better health<li> <li>Coordinate for Me Own the complexity of my care through coordination<li> <ul>Equal Opportunity Employer Stanford Health Care SHC strongly values diversity and is committed to equal opportunity and nondiscrimination 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 andor 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 $3657 $4118 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

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Frequently Asked Questions

What are the typical salary ranges for Vision Insurance roles by seniority?

Entry‑level Claims Analyst salaries average $55,000–$65,000 annually, mid‑level analysts earn $70,000–$85,000, while senior analytics or network managers command $95,000–$115,000, often with bonus structures tied to cost‑saving initiatives.

Which skills and certifications are required for a career in Vision Insurance?

Proficiency in SQL, Python, and SAS for data‑driven roles; experience with VisionPro, CareVision, or OptiFlow claims platforms; and certifications such as Certified Vision Professional (CVP), Vision Care Management (VCM), or HIPAA Compliance Specialist enhance credibility.

Is remote work available for Vision Insurance positions?

Many data‑centric roles—Claims Analyst, Data Scientist, Customer Support—offer full or hybrid remote options. Provider Network Coordinators and compliance roles may require periodic on‑site visits to audit facilities.

What career progression paths exist within Vision Insurance?

A typical path starts with Claims Processor, advances to Claims Manager, then to Network Operations Director, and can culminate in VP of Claims or Chief Analytics Officer, depending on expertise in data science or provider relations.

What are the current industry trends shaping Vision Insurance?

Artificial intelligence is automating claim adjudication, blockchain is streamlining credentialing, and wearable eye‑health devices generate real‑time data for preventive care. Value‑based contracts and personalized vision plans are also driving strategic shifts.

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