Access Ops Agent (Part-Time)

$56,514 - $63,669/Yr

Stanford Health Care - Newark, CA

Part-time - Entry Level

Newark, CA

1,001-5,000 employees

Hospitals

About the position

The Access Ops Agent position at Stanford Health Care (SHC) is a part-time role within the Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC). This center is responsible for managing a high volume of inbound and outbound communications, including calls and faxes, with patients, providers, and clinic staff. The primary goal of the Access Ops Agent is to ensure an excellent patient and customer experience by efficiently coordinating services and accurately addressing inquiries or referring them to the appropriate departments. The role requires a commitment to high-quality service and adherence to regulatory and compliance standards, as well as the ability to navigate complex software tools and maintain accurate documentation of patient interactions. In this role, the Access Ops Agent will respond to a significant number of incoming and outgoing calls, coordinate care by scheduling and maintaining patient appointments, and facilitate communication between patients and healthcare providers. The agent will also be responsible for obtaining and updating insurance information, identifying urgent customer needs, and escalating issues as necessary. A strong emphasis is placed on delivering exceptional customer service, following documented protocols, and meeting departmental quality assurance standards. The position requires the use of reference documents and online knowledgebase tools to provide accurate information regarding SHC services, as well as the functionality of the telephone system as required. Other departmental duties may be assigned as needed.

Responsibilities

• Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals.
• Coordinates care by scheduling, editing, and maintaining routine patient physician appointments for new and returning patients.
• Facilitates communication between the patient and the physician or clinic.
• Delivers expert knowledge regarding clinic-specific processes.
• Accurately documents and routes calls to the proper department.
• Identifies urgent customer needs or operational issues, and escalates appropriately.
• Works with care teams, patients, and outside facilities to obtain necessary information required for care.
• Communicates with the care team and support staff on various patient issues.
• Obtains and updates insurance information.
• Meets all regulatory and compliance standards.
• Delivers high-level of customer service.
• Follows documented protocols and guidelines.
• Meets and exceeds departmental quality assurance standards.
• Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services.
• Uses functionality of the telephone system as required.
• Performs other departmental duties as assigned.

Requirements

• High School Diploma or GED equivalent.
• One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment.
• Internal candidates from Level I: six (6) months required; external candidates: one (1) year required.
• Type 40 words per minute.
• Excellent customer service skills.
• Knowledge of medical terminology.
• Demonstrated knowledge of proper grammar in speaking and writing.
• Effectively listen to resolve patient's/customers inquiries.
• Maintain respect and composure in stressful situations.
• Navigate complex software tools and accurately input data.
• Effectively document caller notes into the medical record.
• Ability to adjust communication to fit the needs and level of understanding of the receiver.
• Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.
• Working knowledge of EPIC or other patient/customer database.
• Ability to apply C-I-CARE to work.

Benefits

• Exceptional benefits and competitive pay to ensure staff feels supported in and outside of their work.
• Specific roles are eligible for shift differential pay, sign-on/relocation bonus, etc.