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

Stanford Health Care•Stanford, CA

11d•$37 - $42•Hybrid

About The Position

The Patient Administrative Specialist (PAS) handles new patient coordination, surgery scheduling, and other front-office functions in an outpatient clinical setting, as well as administrative tasks that support daily clinic operations. This Level IV role requires proficiency in Level III skills and specialized functions, including complex patient registration and interaction, referral management and appointment scheduling, administrative documentation, communication and coordination, and staff training. The specialist serves as a mentor and subject matter expert, supports orientation and ongoing education for PAS staff, and performs department-defined higher-functioning duties such as participating in special projects, disseminating best practices, and leading in-service trainings. The role supports Stanford Health Care’s commitment to an exceptional patient and family experience by following C-I-CARE standards and helping patients and families navigate their care through attentive, compassionate interactions and coordination.

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 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 through 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 welcome and orient new PAS staff members.
Ability to demonstrate 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.
Ability to guide and support peer PAS colleagues in handling patient escalations.

Nice To Haves

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

Responsibilities

Demonstrate proficiency in Level III Patient Administrative Specialist skills.
Greet patients; complete registration check-in and check-out; verify insurance information; and assist 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 patient appointments in a timely manner.
Serve as a subject matter expert in developing and maintaining scheduling instructions, referral guidelines, and insurance eligibility processes.
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.
Communicate professionally with PAS staff, medical center and clinic staff, physicians, and patients.
Communicate scheduling preferences and urgent needs with providers.
Mentor staff and serve as a subject matter expert, supporting new-staff orientation and ongoing education for existing staff.
Perform department-defined higher-functioning duties, such as participating in special projects, disseminating best practices, and leading in-service trainings.
Follow C-I-CARE standards and support an exceptional patient and family experience.