Patient Admin Specialist II - Dermatology Medicine - Full Time

Stanford Health Care•Redwood City, CA

5d•Onsite

About The Position

The Patient Administrative Specialist (PAS) handles new patient coordination, surgery scheduling, and other front-office functions in an outpatient clinical setting, supporting administrative tasks related to daily clinic operations. The PAS career progression has four levels based on skills, knowledge, education, and experience, with opportunities to advance by demonstrating higher-level skills that meet business needs. At Level II, the role requires proficiency in Level I skills and performance of specialized functions. The specialist supports patient registration and interactions, referral management and appointment scheduling, administrative documentation, telephone and messaging, and communication and coordination with clinic staff, providers, and patients. The position also requires strong proficiency in at least one specialized function: medication prior authorization, specialized data collection and coordination, cross-training to support multiple providers or departments, surgery or procedure scheduling, or new patient coordination. The work is primarily performed in an office setting that is adequately lighted, heated, and ventilated. The role involves frequent sitting and occasional walking, standing, pushing and pulling, and reaching. Occasional lifting is also described. The position is based at Stanford Health Care. The listed schedule is day shift, eight hours.

Requirements

High school diploma or GED.
At least one year of related healthcare experience, including external experience.
Knowledge of Windows-based office software, computers, and operating systems.
Basic knowledge of medical terminology.
Strong written and phone/verbal communication skills.
Phone skills, including familiarity with complex or multi-line phone systems.
Strong time-management and organizational skills.
Ability to solve problems and manage multiple priorities.
Ability to actively listen to patients and colleagues.
Ability to provide compassionate, sensitive, and professional service while addressing patient needs and concerns.
Ability to adjust communications to the needs and level of understanding of the receiver.
Ability to remain calm in stressful situations.
Ability to assist with welcoming and orienting new PAS staff members.
Ability to demonstrate exemplary customer service and act as a liaison between the front and back office.
Ability to acquire and develop departmental expertise.

Responsibilities

Greet patients; complete registration check-in and check-out; verify insurance information; and assist with questions about appointments, authorizations, payments, billing, and schedules.
Identify and resolve simple patient escalations, provide service recovery when appropriate, and escalate complex issues according to clinic-specific pathways.
Track and manage incoming referrals and schedule patient appointments in a timely manner, following scheduling instructions, referral guidelines, and insurance eligibility requirements.
Handle a significant volume of inbound and outbound patient calls, route messages efficiently, and manage patient correspondence.
Manage faxes, mail, and files; maintain databases; process forms; and use phone and electronic medical record systems.
Welcome and orient new PAS staff members to best practices.
Communicate professionally with PAS staff, medical center and clinic staff, physicians, and patients.
Communicate scheduling preferences and urgent needs to providers.
Demonstrate strong proficiency in at least one specialized function: medication prior authorization; specialized data collection and coordination; cross-training to support multiple providers, services, or departments; surgery or procedure scheduling; or new patient coordination.
Provide an exceptional patient and family experience by following the organization’s C-I-CARE principles.
Act as a liaison between the front and back office and acquire and develop departmental expertise.