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

Stanford Health Care•Palo Alto, CA

22d•$37 - $42

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 administrative tasks related to daily clinic operations. This Level IV role requires proficiency in Level III skills and completion of specialized functions, as well as Master Level proficiency in service-line-specific functions and higher-functioning duties defined by the department. The role manages complex patient interactions and registration, including check-in and check-out, insurance verification, complex appointment and billing questions, escalations, referrals, and scheduling. It also manages calls, messages, correspondence, documentation, forms, and electronic medical record and phone systems. The specialist coordinates with clinic staff, providers, patients, and other PAS staff, and serves as a mentor and subject matter expert for new and existing staff. Additional duties may include special projects, sharing best practices, and leading in-service training. Employees are expected to follow Stanford Health Care’s C-I-CARE standards and support an exceptional patient and family experience through anticipating needs, guiding patients, and coordinating care. The stated base pay scale generally starts at $37.21–$41.92 per hour; the final salary depends on factors including internal equity, experience, education, specialty, and training.

Requirements

High school graduation 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 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 listen actively to patients and colleagues.
Ability to provide an exceptional patient experience with empathy, compassion, understanding, sensitivity, and professionalism.
Ability to adapt communication 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 demonstrate exemplary customer service and act as a liaison between 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.
Ability to guide and support peer PAS colleagues in handling patient escalations as needed.

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 where appropriate, and escalate issues through clinic-specific pathways with a proposed resolution plan.
Track incoming referrals and schedule appointments in a timely manner.
Serve as a subject matter expert in developing and maintaining scheduling instructions, referral guidelines, and insurance eligibility practices.
Handle a significant volume of inbound and outbound patient calls, route messages, and manage patient correspondence.
Manage faxes, mail, and files, and maintain 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 scheduling preferences and urgent needs to providers.
Mentor 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 fulfill department-defined higher-functioning duties, such as participating in special projects, sharing best practices, and leading in-service trainings.
Apply Stanford Health Care C-I-CARE standards to support an exceptional patient and family experience.