Access Operations Agent (Referral Ops) Full Time (08-HR) Days

Stanford Health Care•Newark, NE

2d•$28 - $32

About The Position

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.

Requirements

High School Diploma or GED High school diploma or GED equivalent.
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
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

Responsibilities

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