Access Operations Agent - Relief

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Day - 08 Hour (United States of America)
Join Stanford Health Care's Enterprise Contact Center and play an important role in helping patients access the care they need. As part of the Access Operations Contact Center team, you'll be the first point of contact for patients, providers, and clinic staff, delivering exceptional customer service while coordinating appointments, answering questions, and helping navigate healthcare services across Stanford Health Care. This is an excellent opportunity for someone who enjoys helping others, thrives in a fast-paced environment, and wants to make a meaningful impact on the patient experience. The position offers a consistent Monday-Friday schedule from 10:00 AM to 2:00 PM, with comprehensive full-time onsite training for 5-6 weeks to set you up for success. Following training, team members may have the opportunity to work remotely, providing additional flexibility while remaining connected to one of the nation's leading healthcare organizations.
This is a Stanford Health Care job.
A Brief Overview
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.
Locations
Stanford Health Care
What you will do
Responds to a high-volume of incoming and outgoing telephone calls and faxed referral
Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
Facilitates communication between the patient and the physician or clinic
Delivers expert knowledge regarding clinic-specific processes
Accurately documents and routes calls to the proper department
Identifies urgent customer needs or operational issues, and escalates appropriately
Works 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 standards
Delivers high-level of customer service
Follows documented protocols and guidelines
Meets and exceeds departmental quality assurance standards
Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services
Uses functionality of the telephone system as required
Other departmental duties as assigned
Education Qualifications
High School Diploma or GED High school diploma or GED equivalent.
Experience Qualifications
One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment.
Internal candidate from Level I: six (6) months required; external candidates: one (1) year required.
Required Knowledge, Skills and Abilities
Type 40 words per minute
Excellent customer service skills
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.
Working knowledge of EPIC or other patient/customer database
Ability to apply C-I-CARE to work
Ability to attend fulltime training onsite for 5-6 weeks
These 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 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
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.
Base Pay Scale: Generally starting at $30.77 - $34.42 per hour
The 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.