Access Operations Associate

Stanford Health Care • Newark, NJ

9d • $33 - $37

About The Position

The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) handles a high volume of inbound and outbound calls, faxes, and other communications with patients, providers, clinic staff, and others seeking access to health care services at one or more SHC departments or clinics. Its staff provides an excellent patient and customer experience by efficiently coordinating services and accurately answering or appropriately referring inquiries.

The Access Operations Associate obtains insurance authorizations, coordinates outpatient appointments and related services, helps patients schedule across departments and specialties, and assists community physicians seeking consultations with SHC physicians. The role also supports care coordination, educates patients about required medical records and documentation, and communicates authorization decisions and documentation requests. Employees are expected to follow SHC’s C-I-CARE standards and support patient-centered interactions by anticipating needs, guiding patients, and coordinating complex care.

Requirements

• High school diploma or GED equivalent.
• Two years of progressively responsible and directly related work experience in a healthcare setting; call center experience is preferred.
• Type 40 words per minute.
• Intermediate computer skills, including Windows, Excel, and Word.
• Good communication, customer service, interpersonal, and cross-cultural competency skills.
• Knowledge of medical terminology.
• Demonstrated knowledge of proper English grammar in speaking and writing.
• Ability to listen effectively to resolve patient and customer inquiries.
• Ability to maintain respect and composure in stressful situations.
• Ability to navigate complex software tools and accurately input data.
• Ability to document caller notes accurately in the medical record.
• Ability to adapt communication to the needs and level of understanding of the receiver.
• Ability to apply business logic to resolve patient or customer issues while managing multiple priorities.
• Ability to build trust and foster relationships with providers, nurses, staff, and patients, and work in a collegial team environment.
• Ability to plan, prioritize, and organize work independently with attention to detail.

Nice To Haves

• Call center experience in a healthcare setting.

Responsibilities

• Obtain insurance authorizations as necessary and communicate status to patients.
• Coordinate outpatient appointments and related services.
• Assist patients who need to schedule across multiple departments or specialties.
• Assist community physicians requesting consultations with SHC physicians.
• Provide care coordination when appropriate to meet patient needs and ensure clinic and medical protocols are followed.
• Educate patients about providing medical records and other documentation needed for SHC appointments.
• Communicate with patients about insurance authorization approvals and denials, and request required clinical documentation when necessary.
• Apply SHC’s C-I-CARE standards to interactions with patients, families, and colleagues.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED