Patient Administrative Specialist III, BMT / CT

Stanford Health Care•Palo Alto, CA

6d•$35 - $39•Hybrid

About The Position

The Patient Administrative Specialist III (PAS III) supports daily administrative operations in the outpatient Bone Marrow Transplant / Cellular Therapy clinic. The role handles new-patient coordination, surgery scheduling, and front-office functions, applying the proficiency expected of a PAS II and demonstrating master-level accuracy, timeliness, problem-solving, or improvement skills in at least one service-line-specific function. Responsibilities include complex patient registration and check-in/check-out; insurance verification; resolving or routing escalated patient concerns; referral management and appointment scheduling; handling patient calls and correspondence; maintaining documentation and databases; and using phone and electronic medical record systems. The specialist communicates with patients, providers, and clinic staff, coordinates provider scheduling preferences and urgent needs, and welcomes and orients new PAS staff members. The position is hybrid, with four onsite days and one remote day per week, Monday through Friday, on eight-hour day shifts. There is no call and no weekend work.

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 a compassionate, sensitive, and professional patient experience.
Ability to adapt communications to the receiver's needs and level of understanding.
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.
Ability to independently plan, prioritize, and organize work with attention to detail and deadlines.

Nice To Haves

Associate or bachelor's degree in a health-related field from an accredited college or university.
Master-level proficiency in one or more of the following service-line functions: 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 when appropriate, and escalate issues according to clinic pathways with a proposed resolution plan.
Track and manage incoming referrals and schedule patient appointments promptly in accordance with scheduling instructions, referral guidelines, and insurance eligibility.
Handle inbound and outbound patient calls, route messages, and manage patient correspondence.
Manage faxes, mail, files, documentation, and databases.
Process forms and use phone and electronic medical record systems.
Welcome and orient new PAS staff members to best practices.
Communicate with PAS staff, medical center and clinic staff, physicians, and patients.
Communicate provider scheduling preferences and urgent needs.
Demonstrate master-level accuracy and timeliness, and problem-solve or identify improvement opportunities in at least one specified service-line function.