Patient Administrative Specialist III, BMT / CT

Stanford Health Care•Palo Alto, CA

5d•Hybrid

About The Position

The Patient Administrative Specialist III supports daily outpatient clinic operations through new-patient coordination, surgery scheduling, and other front-office functions. The role requires proficiency in Level II skills and performance of specialized administrative and patient-service functions. The specialist handles complex patient interactions and registration, referral management and appointment scheduling, high-volume calls and correspondence, documentation, and use of electronic medical record and telephone systems. The role also helps orient new Patient Administrative Specialist staff and coordinates with clinic staff, physicians, providers, and patients. The specialist is expected to perform work accurately and promptly and demonstrate master-level problem-solving or improvement skills in at least one service-line-specific area, such as insurance verification and authorization, provider-template management, medication prior authorization, specialized data collection and coordination, cross-training across providers or departments, or new-patient coordination. The position is in Bone Marrow Transplant / Cellular Therapy and follows a hybrid schedule of four onsite days and one remote day, Monday through Friday, with eight-hour day shifts and no call or weekends.

Requirements

High school diploma or GED.
At least three years of related healthcare experience, including external experience.
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.
Ability to actively listen to patients and colleagues.
Ability to provide an exceptional patient experience with empathy, compassion, understanding, sensitivity, and professionalism.
Ability to adjust communications to the needs and level of understanding of the receiver.
Ability to remain calm in stressful situations.
Ability to help welcome and orient new Patient Administrative Specialist staff.
Ability to provide exemplary customer service and act as a liaison between the front and back office.
Ability to acquire and develop departmental expertise.
Ability to plan, prioritize, and organize work independently with attention to detail and deadlines.

Nice To Haves

Associate degree or bachelor's degree in a health-related field from an accredited college or university.
Service-line expertise in at least one of the following: insurance verification, authorization, and care coordination with external facilities; creating, editing, and managing provider templates; medication prior authorization; specialized data collection and coordination; cross-training to support multiple providers, services, or departments; or new-patient coordination.

Responsibilities

Greet patients and complete registration check-in and check-out.
Verify insurance information and assist patients with complex questions about appointments, authorizations, payments, billing, and schedules.
Identify and resolve complex patient escalations, provide service recovery where appropriate, and escalate issues through clinic-specific pathways with a proposed resolution plan.
Track and manage incoming referrals and schedule appointments in a timely manner 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 file documentation, and maintain databases.
Process forms and use telephone and electronic medical record systems.
Welcome and orient new Patient Administrative Specialist staff to best practices.
Communicate professionally with Patient Administrative Specialist staff, medical center and clinic staff, physicians, and patients.
Communicate scheduling preferences and urgent needs to providers.
Consistently perform work accurately and promptly and demonstrate problem-solving or identify improvement opportunities in at least one service-line-specific function.