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Day - 08 Hour (United States of America)
This is a Stanford Health Care - University Healthcare Alliance job.
A Brief Overview
Under general supervision, the PAR handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SMP departments/clinics. The PAR staff within SMP contact centers are responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.
The PAR II performs PAR I duties, in addition, acquires job skills to complete substantive assignments/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate actions; executes work in an assigned area to develop expertise needed to be fully functional in an assigned specialty area/clinic.
Locations
Stanford Health Care - University Healthcare Alliance
What you will do
- C-I-CARE
- Executes world class practices of service and patient care in support of C-I-CARE standards.
- Uses C-I-CARE templates and the following components for all communication with patients and staff:
- CONNECT with people by calling them their proper name, or the name they prefer (Mr., Ms., Dr.)
- INTRODUCE yourself and your role
- COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient
- ASK permission before entering a room, examining a patient or undertaking an activity
- RESPOND to patient’s questions or requests promptly; anticipate patient needs
- EXIT courteously with an explanation of what will come next
- Job Scope
- Performs independently all of Level I, in addition, but not limited to the following:
- Registers new patients, schedule new or follow-up appointments and updates existing patient accounts in a courteous and professional manner in accordance with performance standards.
- Identifies accepted insurance plans and those requiring referrals, obtains and updates insurance information if necessary.
- Resolves any system red flags as they are encountered.
- Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
- Assists patients with general questions.
- Facilities communication between the patients and the physician or clinic.
- Delivers basic knowledge regarding clinic-specific processes.
- Accurately documents and routes calls to the appropriate department(s).
- Follows documented protocols and guidelines while utilizing reference documents and resources.
- Accesses EHR to communicate to clinical staff members and/or physicians through telephone encounters using SBAR format and/or appropriate smart phrases in accordance with performance standards.
- Manages EHR in-basket(s), work queues, CRM, telephone encounters and referrals.
- Floats as needed.
- Provides orientation and training to new staff as assigned.
- Serves as a job expert in assigned areas, taking on additional special assigned duties.
- Delivers consistent high-level of customer service by using CI-Care principles.
- Meets all regulatory and compliance standards.
- Knowledge
- Same as Level I and, in addition:
- Requires the ability to apply knowledge to perform work.
- Prioritizes own tasks.
- Ability to independently check in-basket(s), and responds to patient and care team messages.
- Fully proficient in Electronic Medical Record System.
- Level of Supervision
- Continues to develop knowledge and skills. Work is reviewed for accuracy and completeness.
- Assignments are selected to provide increased complexity and variety within the specialty area.
- All other duties as assigned including department-specific functions and responsibilities:
- Performs other duties as assigned and participates in organization projects as assigned.
- Adheres to safety, P4P’s (if applicable), HIPAA and compliance policies.
Education Qualifications
- High school graduate or equivalent required.
Experience Qualifications
- One (1) to three (3) years of related experience required.
- One (1) to three (3) years of call center, and/or patient access experience preferred.
- EPIC experience preferred.
Required Knowledge, Skills and Abilities
- Strong verbal/written communication and listening skills; including excellent interpersonal skills and telephone communication.
- Ability to maintain composure during challenging interpersonal interactions.
- Legible handwriting.
- Basic math skills.
- Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.
- Proficient user for clinical computer systems.
- Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted and maintain standard workflow.
- Ability to work with others in a flexible, cooperative manner.
Physical Demands and Work Conditions
Physical Demands
- Constant Sitting.
- Frequent Walking.
- Occasional Standing.
- Occasional Bending.
- Occasional Squatting.
- Occasional Climbing.
- Occasional Kneeling.
- Seldom Crawling.
- Constant Hand Use.
- Constant Repetitive Motion Hand Use.
- Frequent Grasping.
- Occasional Fine Manipulation.
- Frequent Pushing and Pulling.
- Occasional Reaching (above shoulder level).
- Frequent Twisting and Turning (Neck and Waist).
- Constant Vision (Color, Peripheral, Distance, Focus).
Lifting
- Frequent lifting of 0 - 10 lbs.
- Occasional lifting of 11 - 20 lbs.
- Seldom lifting of 21 - 30 lbs.
- Seldom lifting of 31 - 40 lbs.
- Seldom lifting of 40+ lbs.
Carrying
- Frequent lifting of 0 - 10 lbs.
- Occasional lifting of 11 - 20 lbs.
- Seldom lifting of 21 - 30 lbs.
- Seldom lifting of 31 - 40 lbs.
- Seldom lifting of 40+ lbs.
Working Environment
- Occasional Driving cars, trucks, forklifts and other equipment. May be required to drive personal vehicle to sites.
- Constant Working around equipment and machinery. Office equipment (computers, phones, fax, copy machines, printers, 10-key, etc.)
- Seldom Walking on uneven ground.
- Seldom Exposure to excessive noise.
- Seldom Exposure to extremes in temperature, humidity or wetness.
- Seldom Exposure to dust, gas, fumes or chemicals.
- Seldom Working at heights.
- Seldom Operation of foot controls or repetitive foot movement.
- Seldom Use of special visual or auditory protective equipment.
- Seldom Use of respirator.
- Seldom Working with biohazards such as blood borne pathogens, hospital waste, etc..
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
Travel Requirements
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
Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.
Base Pay Scale: Generally starting at $27.07 - $34.52 per hour
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.