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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
The primary responsibility of the Patient Administrative Specialist is to handle new patient coordination, surgery scheduling, and other front office functions in the outpatient clinical setting. An Patient Administrative Specialist supports any and all administrative tasks related to the daily operations of the clinic.

Stanford Health Care

What you will do
  • Greets and welcomes patients and assists them with initial questions regarding appointments, payments, schedules, etc.
  • Answers multi-line phone, screens and routes calls, takes messages for clinic staff and physicians Assures appropriate verifications and authorizations are complete before patient sees provider.
  • Communicate with providers regarding scheduling preferences, and ability to respond to urgent patient needs.
  • Provide doctor-patient support using reference documents and tools.
  • Carry out various administrative tasks, including maintaining information and paging directory databases, and processing internal forms.
  • Utilize all functionality of the telephone system and electronic medical records systems in performing assigned job tasks.
  • Meet/Exceed organizational and department service standards.
  • Answers non-clinical CRMs, escalating where appropriate.
  • Answers non-clinical patient messages, escalating where appropriate.
  • Managing and distributing faxes, mail, and filing of clinic-specific documentation.
  • Working with care teams, patients, and outside facilities to obtain necessary information, diagnostic imaging, pathology, and other vital information required for care.
  • Assures appropriate verifications and authorizations are complete before patient sees provider, in addition to preparing patient medical records for clinic appointments.
  • Assists patients and physicians in scheduling ancillary tests before and after clinic visits.
  • Assists patients and physicians by scheduling treatment appointments for patients, including surgery, ITA, radiology, etc.
  • Ensures that all scheduled patients are eligible for services requested and /or determines patient eligibility.
  • Informs patient's authorization and collects payment for new and returning patients, using the scheduling system.
  • Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.
  • Schedules complex appointments and surgeries requiring strong knowledge of procedures, department protocols and timing.
  • Functions independently to complete activities related to the registration process. Responsible for completeness, accuracy, and timeliness of data.
  • Documents patient liability and communicates this information to the patient, and appropriate staff.
  • Serves as resource to other staff in the area of registration, benefits, and authorization process.
  • Reviews and analyzes all registration edit reports, and ensures that corrections to the database are made in a timely fashion.
  • Maintains master appointment schedule. Schedules appointments in scheduling systems.
  • Maintains statistics and keeps the manager informed of clinic compliance to the registration standards.
  • Assists with requests where appropriate and Communicates with providers when necessary.
  • Serves as a subject matter expert for team members with questions about administrative tasks.
  • Provides continual evaluation of processes and procedures and suggests methods to improve them.
  • Escalates to Manager as appropriate.
  • Monitors daily clinic flow and assists Medical Assistants in relaying information to patients regarding delays.
  • Provides service recovery in real time.
  • Rescheduling and managing cancellation list and communicating schedule changes to patients.
  • Runs morning huddle in the absence of Manager and/or Clinical Operations Managers.
  • Assists clinical teams for Help Desk/IT resolution.

Education Qualifications
  • High School Diploma or GED Required
  • Associate's Degree in health related field from an accredited college or university Preferred
  • Bachelor's Degree Preferred

Experience Qualifications
  • 4+ years' experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) Required

Required Knowledge, Skills and Abilities
  • Knowledge of medical terminology.
  • Knowledge of computer systems and software used in functional area
  • Ability to speak and write effectively at a level appropriate for the job
  • Ability to provide customer service, solve problems, and manage multiple priorities.
  • Knowledge of Windows-based office software, computers and operating systems
  • Ability to adjust communications to fit the needs and level of understanding of the receiver
  • Ability to exercise calmness in stressful situations.
  • Expert level PC Skills (Windows, Excel, and Word)
  • Expert level communication, customer service, interpersonal skills and cross cultural competency.
  • Expert level knowledge of EPIC or other patient database
  • Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment and stressful interactions
  • Ability to plan, prioritize, and organize work independently with attention to detail and deadlines scheduling and ITA scheduling.
  • Ability to solve problems and identify solutions
  • Ability to speak and write effectively at a level appropriate for the job demonstrating culturally competent and age-specific communication
  • Ability to maintain confidentiality of sensitive information

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.