Access Ops Associate- Menlo Contact Center Transition

• • 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, 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 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

• 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

Base Pay Scale: Generally starting at $33.05 - $37.21 per hour