Patient Admin Specialist III (Surgery Scheduler), TV Orthopedics Clinic – Full Time, Days (08HR)

Stanford Health Care•Pleasanton, CA

1d•$35 - $39•Onsite

About The Position

Seeking a highly dependable and motivated Patient Administrative Specialist with demonstrated surgery scheduling experience to join our Orthopaedic Surgery team. This role is ideal for an individual who thrives in a fast-paced clinical environment and possesses exceptional communication, organizational, and coordination skills. The primary responsibility of the Patient Administrative Specialist (PAS) is to handle new patient coordination, surgery scheduling, and other front office functions in the outpatient clinical setting. A Patient Administrative Specialist supports any and all administrative tasks related to the daily operations of the clinic. The career progression for a PAS consists of 4 levels, reflecting a clear set of skills, knowledge, and education and experience of each level. Employees have the opportunity to move up the career ladder by demonstrating skills that meet business needs and the requirements at the higher level.

Requirements

Strong surgery scheduling experience in a healthcare setting required
Proven experience coordinating complex surgical workflows, including pre-operative and possibly post-operative scheduling
Knowledge of insurance verification, authorization processes, and surgical case preparation
Demonstrated ability to manage multiple priorities with exceptional attention to detail and accuracy
Outstanding verbal and written communication skills
Ability to confidently and professionally communicate with patients, physicians, APPs, nurses, surgery schedulers, hospitals, ambulatory surgery centers, and ancillary departments
Strong customer service skills with a commitment to providing an exceptional patient experience
Excellent organizational and time management skills
Ability to navigate complex situations, resolve scheduling barriers, and proactively identify solutions
Proven ability to work collaboratively as part of a multidisciplinary healthcare team
High School Diploma/GED required.
At least three (3) years of related healthcare experience (Including external experience) required.
Knowledge of Windows-based office software, computers, and operating systems
Moderate 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
Plan, prioritize, and organize work independently with attention to detail and deadlines

Nice To Haves

Orthopedic surgery scheduling experience strongly preferred
Experience working with Epic or a comparable electronic health record system preferred
Associate degree or Bachelor's degree in health related field from an accredited college or university preferred
Orthopedic surgery scheduling experience with demonstrated expertise in coordinating surgical cases from initial scheduling and possibly post-operative follow-up.

Responsibilities

Greet patients, complete registration check-in & check-out, verify insurance information is accurate, and assist with complex questions about appointments, authorization, payments, billing, and schedules.
Seek, identify and resolve complex escalations, provide service recovery where appropriate. Escalate complex issues as defined by clinic specific pathways with proposed resolution plan.
Track and manage incoming referrals and schedule appointments for patients in a timely manner. Adhere 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.
Demonstrate Master Level Proficiency by consistently performing work in highly accurate and timely manner, and by demonstrating an ability to problem solve or identify opportunities for improvement in at Least ONE of the following Service Line-Specific Functions related to: Insurance Verification, Authorization, and care coordination with external facilities; Create, Edit, & Manage Provider Template(s); Medication Prior Authorization; Specialized Data Collection & Coordination; Cross-trained to support multiple providers, services, and/or departments; New Patient Coordination.