Patient Administrative Specialist II

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Employees may also perform other duties as assigned. Contractors must abide by all Joint Commission Requirements including but not limited to sensitivity to cultural diversity, patient care, patient's rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings. Contractors must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford's patient-experience and represents a framework for patient-centered interactions.

• Entry, Front Desk, check-in/out
• Master Scheduling
• New Patient Coordination
• Authorization Coordination
• Surgery/Procedure Scheduling
• Specialized data collection/coordination
• Greets and welcomes patients and assists them with initial questions regarding appointments, payments, schedules, etc.
• Answers multi-line phone, screens and routes calls, takes messages for clinic staff and physicians Assures appropriate verifications and authorizations are complete before patient sees provider.
• Communicate with providers regarding scheduling preferences, and ability to respond to urgent patient needs.
• Provide doctor-patient support using reference documents and tools.
• Carry out various administrative tasks, including maintaining information and paging directory databases, and processing internal forms.
• Utilize all functionality of the telephone system and electronic medical records systems in performing assigned job tasks.
• Meet/Exceed organizational and department service standards.
• Answers non-clinical CRMs, escalating where appropriate.
• Answers non-clinical patient messages, escalating where appropriate.
• Managing and distributing faxes, mail, and filing of clinic-specific documentation.
• Working with care teams, patients, and outside facilities to obtain necessary information, diagnostic imaging, pathology, and other vital information required for care.
• Assures appropriate verifications and authorizations are complete before patient sees provider, in addition to preparing patient medical records for clinic appointments.
• Assists patients and physicians in scheduling ancillary tests before and after clinic visits.
• Assists patients and physicians by scheduling treatment appointments for patients, including surgery, ITA, radiology, etc.
• Ensures that all scheduled patients are eligible for services requested and /or determines patient eligibility.
• Informs patient's authorization and collects payment for new and returning patients, using the scheduling system.
• Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.

MINMUM QUALIFICATIONS

Education Qualifications

• High School Diploma/GED

Licenses and Certifications

• None

Experience

• 1+ years' experience working in healthcare setting (i.e. hospital, medical / dental office, nursing facilities etc.) OR
• 2+ years' experience working in customer service within a nonhealthcare industry (hospitality, public relations, banking, concierge services, etc.)

KNOWLEDGE/SKILLS & ABILITIES

• Knowledge of medical terminology.
• Knowledge of computer systems and software used in functional area
• Ability to speak and write effectively at a level appropriate for the job
• Ability to provide customer service, solve problems, and manage multiple priorities.
• Knowledge of Windows-based office software, computers and operating systems
• Ability to adjust communications to fit the needs and level of understanding of the receiver
• Ability to exercise calmness in stressful situations.
• Basic PC Skills (Windows, Excel, and Word)
• Good communication, customer service, interpersonal skills and cross cultural competency.
• Working knowledge of EPIC or other patient database
• Ability to foster relationships, build trust with providers, nurses, staff, and patients and to work in a collegial team environment and stressful interactions

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