Access Operations Associate - Patient Access to Healthcare
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.
The essential functions listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients' rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.
CONNECT with people by calling them their proper name, or the name they prefer (Mr., Mrs., 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.
The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following
Respond to a high-volume of incoming and outgoing telephone calls and faxed referrals
Assist patients in registering, scheduling, changing, and canceling appointments across multiple departments/specialties
Deliver expert knowledge regarding clinic-specific processes
Accurately document and route calls to the proper department
Identify urgent customer needs or operational issues, and escalate appropriately
Maintain respect and composure when speaking with customers
Efficiently navigate medical records and ensure patient information is up-to-date and accurately entered in the correct location
Meet all regulatory and compliance standards
Deliver high-level of customer service
Follow documented protocols and guidelines
Meet and exceed departmental quality assurance standards
Use reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
Adhere to work schedules including breaks and lunches
Use functionality of the telephone system as required
Obtain insurance authorization as necessary and communicate status to patients
Coordinate outpatient appointments and conjunctive services
Assist community physicians requesting to consult with SHC physicians
Provide care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed
Educate patients on providing medical records and other medical documentation needed for SHC appointments
Communicate with patients and referring providers regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary
Other departmental duties as assigned
All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status or on the basis of disability.
* Job Qualifications:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.
High school diploma or GED equivalent
Four (4) years of progressively responsible and directly related work experience in a healthcare setting
Knowledge, Skills and Abilities
These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education, or licensure/certification.
Type 40 words per minute
Excellent customer service skills
Knowledge of basic 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
Physical Requirements/Working Conditions
PHYSICAL REQUIREMENTS/WORKING CONDITIONS
Physical Requirements: Ability to sit or stand for long periods of time while speaking with customers over the telephone, and frequently performing desk-based computer tasks.
Working Conditions: Work is primarily performed in an office setting that is adequately lighted, heated and ventilated.
Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job
RISK OF EXPOSURE TO BLOODBORNE PATHOGENS
Category/Description: Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment
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