PATIENT ADMIN SPECIALIST II- Plastic Surgery- FT (8 hour) Days

Stanford Health Care•Palo Alto, CA

2d•Onsite

About The Position

The Patient Administrative Specialist II (PAS II) supports the daily operations of an outpatient clinical setting, with primary responsibility for new patient coordination, surgery scheduling, and other front-office functions. The role performs level I PAS duties and provides specialized administrative support, including patient registration, referral and appointment management, communications, documentation, and coordination with clinic staff and providers. PAS II also demonstrates 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. The position may also welcome and orient new PAS staff members to best practices. Work is primarily performed in an adequately lighted, heated, and ventilated office setting. The role requires frequent sitting, occasional walking and standing, and occasional pushing, pulling, reaching, and lifting. Stanford Health Care expects employees to follow its C-I-CARE standards and support an exceptional, patient-centered experience for patients and families.

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 a compassionate, sensitive, and professional patient experience by empathizing with patients and addressing their 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 welcome and orient new PAS staff members.
Ability to provide 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 answer general questions about appointments, authorizations, payments, billing, and schedules.
Identify and resolve simple patient escalations, provide service recovery when appropriate, and escalate complex issues through clinic-specific pathways.
Track and manage incoming referrals and schedule appointments promptly in accordance with scheduling instructions, referral guidelines, and insurance eligibility.
Handle a significant volume of inbound and outbound patient calls, route messages, 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.
Follow Stanford Health Care's C-I-CARE standards to support an exceptional patient and family experience.