Patient Administrative Specialist II (New… at Stanford… · Newark

• Primary Function:

• Proficiency of level I skills

• AND

• Performs the following:

• Specialized Functions:

• Patient Interaction and Registration:
  - Greeting and Assistance: Greet patients, complete registration check-in & check-out, verify insurance information is accurate, and assist with general questions about appointments, authorization, payments, billing, and schedules.
  - Patient Escalations: Seek, Identifies, and resolves simple escalations, provides service recovery where appropriate. Escalate complex issues as defined by clinic specific pathways.
  - Referral Management & Appointment Scheduling: Track and manage incoming referrals and schedule appointments for patients in a timely manner. Adhere to scheduling instructions, referral guidelines, and insurance eligibility.
   

• Administrative Tasks and Documentation
  - Telephone and Messaging: Handles a significant volume of inbound and outbound patient calls, efficiently takes and routes messages, and manages patient correspondence.
  - Documentation Management: Manage faxes, mail, file documentation, and maintain databases.
  - Systems Use: Process forms and utilize phone and electronic medical records systems.
  - Orientation: Welcome and orient new PAS staff members to best practices.

• Communication and Coordination
  - Professional Communication: Maintain communication with PAS staff, medical center/clinic staff, physicians, and patients.
  - Provider Coordination: Communicate scheduling preferences and urgent needs with providers.

• PLUS

• Strong Proficiency In At Least ONE of the Following Specialized Functions:
  - Medication Prior Authorization
  - Specialized Data Collection & Coordination
  - Cross-trained to support multiple providers, services, and/or departments
  - Surgery/Procedure Scheduling
  - New Patient Coordination

Education Qualifications

• High School Diploma/GED.

Experience Qualifications

• At least one (1) year of related healthcare experience (Including external experience) required.

Required Knowledge, Skills and Abilities

• Knowledge
  • Knowledge of Windows-based office software, computers, and operating systems
  • Basic Knowledge of medical terminology

• Skills
  • 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

• Abilities
  • Actively listen to patients and colleagues
  • Provide exceptional patient experience by empathizing with patients, demonstrating compassion and understanding while addressing their needs and concerns with sensitivity and professionalism
  • Adjust communications to fit the needs and level of understanding of the receiver
  • Exercise calmness in stressful situations
  • Assist with welcoming & orienting new PAS staff members
  • Demonstrate exemplary customer service and acts as a liaison between the front and back office
  • Ability to acquire and develop departmental expertise

Physical Demands and Work Conditions

Physical Demands

• Frequent Sitting.

• Occasional Walking.

• Occasional Standing.

• Seldom Bending.

• Seldom Kneeling.

• Seldom Crawling.

• Occasional Pushing and Pulling.

• Occasional Reaching (above shoulder level).

• Seldom Twisting and Turning (Neck and Waist).

Lifting

• Occasional lifting of 0 - 10 lbs.

• lifting of 11 - 20 lbs. 0 to 0 in height

• lifting of 21 - 30 lbs. 0 to 0 in height

• lifting of 31 - 40 lbs. 0 to 0 in height

• lifting of 40+ lbs. 0 to 0 in height

Working Environment

• Constant Other (please list each item under Comments):. Work is primarily performed in an office setting that is adequately lighted, heated and ventilated. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job

Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:
SHC Commitment to Providing an Exceptional Patient & Family Experience
Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care

• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

• Coordinate for Me: Own the complexity of my care through coordination