Patient Access Rep II

Stanford Health Care•Newark, NJ

1d•Onsite

About The Position

Under general supervision, the Patient Access Representative (PAR) II handles a high-volume of inbound and outbound calls, faxes, and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple Stanford Medicine Partners (SMP) departments/clinics. The PAR staff within SMP contact centers are responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquiries. The PAR II performs all duties of a PAR I and, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity. This role exercises judgment within defined guidelines and practices to determine appropriate actions and executes work in an assigned area to develop expertise needed to be fully functional in a specific specialty area/clinic.

Requirements

High school graduate or equivalent required.
One (1) to three (3) years of related experience required.
Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
Ability to maintain composure during challenging interpersonal interactions.
Legible handwriting.
Basic math skills.
Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
Proficient user for clinical computer systems.
Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
Ability to work with others in a flexible, cooperative manner.
Ability to apply knowledge to perform work.
Fully proficient in Electronic Medical Record System.

Nice To Haves

One (1) to three (3) years of call center, and/or patient access experience preferred.
EPIC experience preferred.

Responsibilities

Execute world class practices of service and patient care in support of C-I-CARE standards.
Connect with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.).
Introduce yourself and your role.
Communicate what you are going to do, how long it will take, and how it will impact the patient.
Ask permission before entering a room, examining a patient or undertaking an activity.
Respond to patient’s questions or requests promptly; anticipate patient needs.
Exit courteously with an explanation of what will come next.
Register new patients, schedule new or follow-up appointments and update existing patient accounts in a courteous and professional manner in accordance with performance standards.
Identify accepted insurance plans and those requiring referrals, obtain and update insurance information if necessary.
Resolve any system red flags as they are encountered.
Respond to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
Assist patients with general questions.
Facilitate communication between the patients and the physician or clinic.
Deliver basic knowledge regarding clinic-specific processes.
Accurately document and route calls to the appropriate department(s).
Follow documented protocols and guidelines while utilizing reference documents and resources.
Access EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
Manage EHR in-basket(s), work queues, CRM, telephone encounters and referrals.
Float as needed.
Provide orientation and training to new staff as assigned.
Serve as a job expert in assigned areas, taking on additional special assigned duties.
Deliver consistent high-level of customer service by using CI-Care principles.
Meet all regulatory and compliance standards.
Prioritize own tasks.
Independently check in-basket(s), and respond to patient and care team messages.
Perform other duties as assigned and participate in organization projects as assigned.
Adhere to safety, P4P’s (if applicable), HIPAA and compliance policies.