Patient Access Rep I (California Residents Only)

University Healthcare Alliance•Newark, NJ

About The Position

The Patient Access Rep I (PAR I) is an entry-level position that, under general supervision, performs clerical and patient care support duties for practitioners and other members of the health care team. PARs handle high volumes of inbound and outbound calls, faxes, and other communications with patients, providers, clinic staff, and others seeking access to health care services across Stanford Medicine Partners departments and clinics. They coordinate services, answer or appropriately refer inquiries, and support an excellent patient and customer experience. Trainees work under close supervision, with mentor sign-off required for certain activities. The role supports patient access and clinic workflows, including registration, scheduling, insurance information, referrals, electronic health record work, and communication with clinical staff. The PAR I follows documented protocols and compliance requirements and applies C-I-CARE standards in communications. Travel of 10% may be required, including driving a personal vehicle to sites.

Requirements

High school graduate or equivalent.
At least one year of customer service experience in a medical office, insurance, or client services environment.
Strong verbal and written communication, listening, interpersonal, and telephone communication skills.
Ability to maintain composure during challenging interpersonal interactions.
Legible handwriting.
Basic math skills.
Basic computer skills, including keyboarding, mouse use, and data entry into practice management systems and EHRs.
Ability to organize and prioritize tasks to complete assignments within allotted time and maintain standard workflow.
Ability to work with others in a flexible, cooperative manner.

Nice To Haves

At least one year of call center and/or patient access experience.
EPIC experience.

Responsibilities

Apply C-I-CARE practices in communications with patients and staff, including connecting, introducing oneself, explaining actions, asking permission when appropriate, responding to requests, and closing courteously.
Register new patients, schedule appointments, and update patient accounts courteously and professionally according to performance standards.
Identify accepted insurance plans and plans requiring referrals, and obtain or update insurance information as needed.
Resolve system red flags as encountered.
Handle high volumes of incoming and outgoing telephone calls and faxed referrals to coordinate care.
Assist patients with general questions and facilitate communication between patients and physicians or clinics.
Provide basic information about clinic-specific processes.
Document and route calls accurately to the appropriate departments.
Follow documented protocols and guidelines and use reference documents and resources.
Use the EHR to communicate with clinical staff or physicians through telephone encounters using SBAR format and/or appropriate smart phrases.
Manage EHR in-baskets, work queues, CRM, telephone encounters, and referrals.
Deliver consistent customer service using C-I-CARE principles and meet regulatory and compliance standards.
Perform other assigned duties and participate in organization projects.
Adhere to safety, P4P (if applicable), HIPAA, and compliance policies.