Access Operations Associate

Stanford Health Care • Newark, CA

8d • $33 - $37 • Onsite

About The Position

The Stanford Health Care Enterprise Contact Center Access Operations Contact Center 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 Stanford Health Care departments or clinics. The team is responsible for providing 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, assists with scheduling across multiple departments and specialties, and helps community physicians arrange consultations with Stanford Health Care physicians. The role also supports care coordination, insurance authorization processes, and communication with patients about the documentation needed for appointments.

Employees are expected to follow Stanford Health Care’s C-I-CARE standards and support its patient-experience pillars: anticipating patient needs, guiding patients toward appropriate actions, and coordinating the complexities of their care.

Requirements

• High school diploma or GED equivalent.
• Two years of progressively responsible, 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.
• Effectively listen to resolve patient or customer inquiries.
• Maintain respect and composure in stressful situations.
• Navigate complex software tools and accurately input data.
• Effectively document caller notes in the medical record.
• Adjust communication to fit the needs and level of understanding of the receiver.
• Apply business logic to resolve patient or customer issues while managing multiple priorities.
• Foster relationships and build trust with providers, nurses, staff, and patients, and work in a collegial team environment.
• Plan, prioritize, and organize work independently with attention to detail.
• Adopt and execute C-I-CARE standards for interactions with patients, families, and colleagues.

Responsibilities

• Obtain insurance authorization as necessary and communicate authorization 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 Stanford Health Care 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 appointments.
• Communicate insurance authorization approvals and denials to patients and request required clinical documentation when necessary.
• Efficiently coordinate services and accurately answer or appropriately refer inquiries from patients, providers, clinic staff, and others seeking access to care.

What This Job Offers

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