Access Operations Associate

LE0010 Stanford Health Care; Newark (CA); On-site; USD 46,000 - 51,000; Full time

Job summary

Stanford Health Care in Newark, CA seeks an Access Operations Contact Center associate to handle patient inquiries, insurance authorizations, and scheduling across SHC departments. You will coordinate outpatient appointments and support care coordination to ensure timely access to services.

The role requires strong communication, medical terminology knowledge, and 40 wpm typing. A high school diploma or GED is required.

Qualifications

• High School Diploma or GED.
• Two years of progressive, directly related healthcare/work experience, preferably in a call center.
• Type 40 words per minute.
• Knowledge of medical terminology.
• Demonstrated strong communication and customer service skills.

Responsibilities

• Obtains insurance authorization as necessary and communicates status to patients.
• Coordinates outpatient appointments and conjunctive services.
• Assists patients needing to schedule across multiple departments/specialties.
• Assists community physicians requesting to consult with SHC physicians.
• Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed.
• Educates patients on providing medical records and other documentation needed for SHC appointments.
• Communicates with patients regarding insurance authorizations and requests required clinical documentation when necessary.

Skills

Typing 40 wpm

Communication skills

Medical terminology

English grammar

Customer service

Education

High School Diploma or GED

Tools

Windows

Excel

Word

Job description

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.

What you will do

• Obtains insurance authorization as necessary and communicate status to patients
• Coordinates outpatient appointments and conjunctive services
• Assists patients needing to schedule across multiple departments/specialties
• Assists community physicians requesting to consult with SHC physicians
• Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed
• Educates patients on providing medical records and other medical documentation needed for SHC appointments
• Communicates with patients regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary

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

None

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.

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

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 $33.05 - $37.21 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. At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination.

With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow. As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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