Patient Administrative Specialist IV, Patient Access - Infusion Treatment Area (ITA)

Stanford Health Care•Palo Alto, CA

20d

About The Position

The Patient Administrative Specialist (PAS) handles new patient coordination, surgery scheduling, and other front-office functions in an outpatient clinical setting, supporting the administrative work needed for daily clinic operations. Level IV requires proficiency in Level III skills as well as specialized functions and higher-functioning departmental duties. The role manages complex patient interactions and registration, including check-in and check-out, insurance verification, appointment and billing questions, and patient escalations. It also tracks referrals, schedules appointments, maintains scheduling and referral guidance, and coordinates with providers about scheduling preferences and urgent needs. The specialist handles patient calls and correspondence, manages documentation and databases, processes forms, and uses phone and electronic medical record systems. The role also mentors, orients, and trains PAS colleagues, shares expertise and best practices, and may participate in special projects and lead in-service training. Employees are expected to follow Stanford Health Care’s C-I-CARE standards to provide an exceptional, patient-centered experience.

Requirements

High school graduate or equivalent.
At least five years of related healthcare experience.
Knowledge of Windows-based office software, computers, and operating systems.
Strong knowledge of medical terminology.
Strong written and verbal communication skills, including phone skills and familiarity with complex or multi-line phone systems.
Strong time-management and organizational skills.
Ability to solve problems and manage multiple priorities.
Ability to listen actively to patients and colleagues and communicate at an appropriate level for the receiver.
Ability to provide compassionate, sensitive, and professional patient service, including in stressful situations.
Ability to help orient new PAS staff and act as a liaison between front and back office.
Ability to develop departmental expertise, organize and prioritize work independently, and meet deadlines with attention to detail.
Ability to guide and support peer PAS colleagues handling patient escalations.

Nice To Haves

Associate or bachelor’s degree in a health-related field from an accredited college or university.

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 through clinic-specific pathways with a proposed resolution plan.
Track and manage incoming referrals and schedule patient appointments in a timely manner.
Serve as a subject matter expert in developing and maintaining scheduling instructions, referral guidelines, and insurance eligibility guidance.
Handle a significant volume of 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.
Maintain professional communication with PAS staff, clinic and medical center staff, physicians, and patients.
Communicate scheduling preferences and urgent needs with providers.
Mentor colleagues and serve as a subject matter expert, supporting new-staff orientation and ongoing education for existing staff.
Demonstrate master-level proficiency in service-line-specific functions and perform higher-functioning departmental duties, such as special projects, sharing best practices, and leading in-service trainings.
Execute C-I-CARE standards and support an exceptional patient and family experience.