Access Ops Agent at Stanford Health Care

If youre ready to be part of our legacy of hope and innovation we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered.Day - 08 Hour (United States of America)This is a Stanford Health Care job.A Brief OverviewThe 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.LocationsStanford Health CareWhat you will doResponds to a high-volume of incoming and outgoing telephone calls and faxed referralCoordinates care by scheduling editing and maintaining routine patient physician appointments for new and returning patients.Facilitates communication between the patient and the physician or clinicDelivers expert knowledge regarding clinic-specific processesAccurately documents and routes calls to the proper departmentIdentifies urgent customer needs or operational issues and escalates appropriatelyWorks with care teams patients and outside facilities to obtain necessary information required for care.Communicates with the care team and support staff on various patient issues.Obtains and updates insurance information.Meets all regulatory and compliance standardsDelivers high-level of customer serviceFollows documented protocols and guidelinesMeets and exceeds departmental quality assurance standardsUses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC servicesUses functionality of the telephone system as requiredOther departmental duties as assignedEducation QualificationsHigh School Diploma or GED High school diploma or GED equivalent.Experience QualificationsOne (1) year of progressively responsible customer service experience preferably in a healthcare setting or contact center environmentInternal candidate from Level I: six (6) months required; external candidates: one (1) year requiredRequired Knowledge Skills and AbilitiesType 40 words per minuteExcellent customer service skillsKnowledge of medical terminologyDemonstrated knowledge of proper English grammar in speaking and writingEffectively listen to resolve patients/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 priorities.Working knowledge of EPIC or other patient/customer databaseAbility to apply C-I-CARE to workLicenses and CertificationsNoneThese principles apply to ALL employees:SHC Commitment to Providing an Exceptional Patient & Family ExperienceStanford 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 Stanfords 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 familys 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 inall ofits 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 $28.34 - $31.94 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.Required Experience:Unclear Seniority Key Skills Active Directory,Identity & Access Management,LDAP,SAFe,Assistive Technologies,Authentication,Pediatrics Experience,NVDA,Sailpoint,SSH,SSO,Oracle Employment Type : Full-Time Experience: years Vacancy: 1 Hourly Salary Salary: 28 - 31