Customer Access Assistant - Full Time (08-HR) Days
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 inquiries.
Requirements
- High School Diploma or GED
- Six-months of customer service experience.
- Type 40 words per minute
- Excellent customer service skills
- 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
Responsibilities
- Responds to a high-volume of incoming telephone calls and referrals
- Assists patients in registering and canceling appointments
- Accurately documents and routes calls to the proper department
- Identifies urgent customer needs or operational issues, and escalates appropriately
- Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
