Access Operations Associate

Access Operations Contact Center StaffThe 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 inquiries Locations Stanford Health Care 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 necessaryEducation QualificationsHigh School Diploma or GED High school diploma or GED equivalent.Experience QualificationsTwo (2) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environmentRequired Knowledge, Skills and AbilitiesType 40 words per minuteIntermediate computer skills (Windows, Excel, and Word)Good communication, customer service, interpersonal skills and cross-cultural competency.Knowledge of medical terminologyDemonstrated knowledge of proper English grammar in speaking and writingEffectively listen to resolve patient's/customers inquiriesMaintain respect and composure in stressful situationsNavigate complex software tools and accurately input dataEffectively document caller notes into the medical recordAbility to adjust communication to fit the needs and level of understanding of the receiverAbility to apply business logic to resolve patient/customer issues while managing multiple prioritiesAbility to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environmentAbility to plan, prioritize, and organize work independently with attention to detailThese 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 careShow Me the Way: Guide and prompt my actions to arrive at better outcomes and better healthCoordinate for Me: Own the complexity of my care through coordinationEqual 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 $32.56 - $36.66 per hourThe 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.