Patient Administrative Specialist III, BMT-CT

Stanford Health Care•Palo Alto, CA

28d•$35 - $39

About The Position

The Patient Administrative Specialist III supports daily outpatient clinic operations through new-patient coordination, surgery scheduling, and front-office administrative functions. The role requires proficiency in level II skills and consistent, accurate, and timely performance at a master level in at least one service-line-specific function, such as insurance verification and authorization, care coordination with external facilities, provider template management, medication prior authorization, specialized data collection and coordination, cross-training across providers or departments, or new-patient coordination. The position handles patient registration and complex inquiries, referral tracking and appointment scheduling, escalations and service recovery, calls and correspondence, documentation, and electronic systems. It also coordinates with providers and clinic staff and helps orient new Patient Administrative Specialist staff. Employees are expected to follow Stanford Health Care's C-I-CARE standards to support an exceptional patient and family experience.

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 verbal/phone 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 compassionate, sensitive, professional patient service and adapt communication to the receiver's needs and understanding.
Ability to remain calm in stressful situations.
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 independently plan, prioritize, and organize work 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.
Experience or proficiency in at least one service-line-specific function: insurance verification, authorization and care coordination with external facilities; provider template creation, editing, and management; 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 the accuracy of patient insurance information and assist with complex questions about appointments, authorization, 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 incoming referrals and schedule appointments promptly 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, files, documentation, and databases.
Process forms and use phone 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.
Perform at a master level in at least one service-line-specific function, with accuracy, timeliness, and problem-solving or improvement identification.
Adhere to Stanford Health Care C-I-CARE standards and support an exceptional patient and family experience.