Patient Admin Specialist II (SEIU) - Eye Clinic - Full Time

Stanford Health Care•Palo Alto, CA

12h•$35 - $39•Onsite

About The Position

The Patient Administrative Specialist II (PAS II SEIU) is responsible for new patient coordination, surgery scheduling, and other front office functions in an outpatient clinical setting. This role supports all administrative tasks related to the daily operations of the clinic. There is a career progression for PAS roles with 4 levels, reflecting a clear set of skills, knowledge, education, and experience. Employees can advance by demonstrating skills that meet business needs and the requirements of higher levels.

Requirements

High school diploma or GED equivalent
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
Actively listen to patients and colleagues
Provide exceptional patient experience by empathizing with patients, demonstrating compassion and understanding while addressing their needs and concerns with sensitivity and professionalism
Adjust communications to fit the needs and level of understanding of the receiver
Exercise calmness in stressful situations
Assist with welcoming & orienting new PAS staff members
Demonstrate exemplary customer service and acts as a liaison between the front and back office
Ability to acquire and develop departmental expertise

Nice To Haves

Cross-trained to support multiple providers, services, and/or departments

Responsibilities

Greet patients, complete registration check-in & check-out, verify insurance information, and assist with general questions about appointments, authorization, payments, billing, and schedules.
Seek, identify, and resolve simple patient escalations, providing service recovery where appropriate, and escalating complex issues as defined by clinic specific pathways.
Track and manage incoming referrals and schedule appointments for patients in a timely manner, adhering to scheduling instructions, referral guidelines, and insurance eligibility.
Handle a significant volume of inbound and outbound patient calls, efficiently take and route messages, and manage patient correspondence.
Manage faxes, mail, file documentation, and maintain databases.
Process forms and utilize phone and electronic medical records systems.
Welcome and orient new PAS staff members to best practices.
Maintain communication with PAS staff, medical center/clinic staff, physicians, and patients.
Communicate scheduling preferences and urgent needs with providers.
Perform specialized functions such as medication prior authorization, specialized data collection & coordination, supporting multiple providers/services/departments, and surgery/procedure scheduling or new patient coordination.