Access Operations Agent

Stanford Health Care-posted 10 months ago
$27 - $31/Yr
Part-time • Entry Level
Newark, CA
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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 inquiries.

  • Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals.
  • 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.
  • 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.
  • Equal Opportunity Employer
  • Commitment to providing an exceptional patient & family experience.
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