Stanford Health Care - Newark, CA
posted 3 months ago
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.