[Hiring] Patient Access Rep II @Stanford Health Care

Role Description

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

The PAR II performs PAR 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.

What you will do

• Executes world class practices of service and patient care in support of C-I-CARE standards.
• Uses C-I-CARE templates and the following components for all communication with patients and staff:
  • CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
  • INTRODUCE yourself and your role
  • COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
  • ASK permission before entering a room, examining a patient or undertaking an activity
  • RESPOND to patient’s questions or requests promptly; anticipate patient needs
  • EXIT courteously with an explanation of what will come next

• Performs independently all of Level I, in addition, but not limited to the following:
  • Registers new patients, schedules new or follow-up appointments and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
  • Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary.
  • Resolves any system red flags as they are encountered.
  • Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
  • Assists patients with general questions.
  • Facilitates communication between the patients and the physician or clinic.
  • Delivers basic knowledge regarding clinic-specific processes.
  • Accurately documents and routes calls to the appropriate department(s).
  • Follows documented protocols and guidelines while utilizing reference documents and resources.
  • Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
  • Manages EHR in-basket(s), work queues, CRM, telephone encounters and referrals.
  • Floats as needed.
  • Provides orientation and training to new staff as assigned.
  • Serves as a job expert in assigned areas, taking on additional special assigned duties.
  • Delivers consistent high-level of customer service by using CI-Care principles.
  • Meets all regulatory and compliance standards.

Qualifications

• High school graduate or equivalent required.

Requirements

• One (1) to three (3) years of related experience required.
• One (1) to three (3) years of call center, and/or patient access experience preferred.
• EPIC experience preferred.

Knowledge

• Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
• Ability to maintain composure during challenging interpersonal interactions.
• Legible handwriting.
• Basic math skills.
• Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
• Proficient user for clinical computer systems.
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
• Ability to work with others in a flexible, cooperative manner.

Physical Demands and Work Conditions

• Constant Sitting.
• Frequent Walking.
• Occasional Standing.
• Occasional Bending.
• Occasional Squatting.
• Occasional Climbing.
• Occasional Kneeling.
• Seldom Crawling.
• Constant Hand Use.
• Constant Repetitive Motion Hand Use.
• Frequent Grasping.
• Occasional Fine Manipulation.
• Frequent Pushing and Pulling.
• Occasional Reaching (above shoulder level).
• Frequent Twisting and Turning (Neck and Waist).
• Constant Vision (Color, Peripheral, Distance, Focus).
• Frequent lifting of 0 - 10 lbs.
• Occasional lifting of 11 - 20 lbs.
• Seldom lifting of 21 - 30 lbs.
• Seldom lifting of 31 - 40 lbs.
• Seldom lifting of 40+ lbs.

Travel Requirements

• 10% travel.

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.

Base Pay Scale

Generally starting at $27.07 - $34.52 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.