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. Essential Functions 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. 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 .
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. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
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
Three (3) 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