Access Operations Associate

Stanford Health Care • Newark, NJ

8d

About The Position

The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) manages 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 across SHC departments and clinics. The team provides an excellent patient and customer experience by efficiently coordinating services and accurately answering inquiries or referring them appropriately.

The Access Operations Associate coordinates outpatient appointments and related services, supports patients scheduling across multiple departments and specialties, and helps community physicians arrange consultations with SHC physicians. The role also supports care coordination, insurance authorization communications, and collection of medical records and other documentation needed for appointments. Employees are expected to follow SHC’s C-I-CARE standards and contribute to an exceptional patient and family experience.

Requirements

• High school diploma or GED equivalent.
• Two years of progressively responsible and directly related work experience in a healthcare setting; preferably in a call center environment.
• Type 40 words per minute.
• Intermediate computer skills, including Windows, Excel, and Word.
• Good communication, customer service, interpersonal skills, and cross-cultural competency.
• Knowledge of medical terminology.
• Demonstrated knowledge of proper English grammar in speaking and writing.
• Ability to listen effectively to resolve patient or 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 effectively in the medical record.
• Ability to adjust communication to fit the receiver’s needs and level of understanding.
• Ability to apply business logic to resolve patient or customer issues while managing multiple priorities.
• Ability to foster relationships and build trust with providers, nurses, staff, and patients, and to work in a collegial team environment.
• Ability to plan, prioritize, and organize work independently with attention to detail.

Responsibilities

• Obtain insurance authorization as necessary and communicate status to patients.
• Coordinate outpatient appointments and conjunctive 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 ensure patient needs are met and clinic and medical protocols are followed.
• Educate patients about providing medical records and other documentation needed for SHC appointments.
• Communicate with patients about insurance authorizations, including approvals and denials, and request required clinical documentation when necessary.
• Execute SHC’s C-I-CARE standards in interactions with patients, families, and colleagues.

What This Job Offers

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