Patient Admin Specialist IV, Surgery/Radiology

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. 

A Brief OverviewThe primary responsibility of the Patient Administrative Specialist (PAS) is to handle new patient coordination, surgery scheduling, and other front office functions in the outpatient clinical setting. An Patient Administrative Specialist supports any and all administrative tasks related to the daily operations of the clinic. The career progression for a PAS consists of 4 levels, reflecting a clear set of skills, knowledge, and education and experience of each level. Employees have the opportunity to move up the career ladder by demonstrating skills that meet business needs and the requirements at the higher level.What you will do

• Primary Function:

• Proficiency of Level III skills

• AND

• Performs the following

• Specialized Functions:

• Patient Interaction and Complex Registration- Greeting and Assistance: Greet patients, complete registration check-in & check-out, verify insurance information is accurate, and assist with complex questions about appointments, authorization, payments, billing, and schedules.- Patient Escalations: Seek, Identifies and resolve complex escalations, provides service recovery where appropriate. Escalate complex issues as defined by clinic specific pathways with proposed resolution plan.-Referral Management & Appointment Scheduling: Track and manage incoming referrals and schedule appointments for patients in a timely manner. Serve as subject matter expert for the development and maintenance of 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.

• Trainer- Serve as a mentor and subject matter expert, focusing on the orientation for new staff and ongoing education for existing staff.

• Additional Duties- In addition to demonstrating Master Level proficiency in service line specific functions, must also fulfill higher-functioning duties as defined by the department (e.g., participating in special projects, disseminating best practices, lead in-service trainings)

Education Qualifications

• High school graduate or equivalent required.

• Associate or bachelor's degree in health-related field from an accredited college or universtiy preferred.

Experience Qualifications

• At least five (5) years of related healthcare experience (Including external experience) required.

Required Knowledge, Skills and Abilities

• Knowledge:- Knowledge of Windows-based office software, computers, and operating systems- Strong 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- Plan, prioritize, and organize work independently with attention to detail and deadlines- Provide guidance and support to peer PAS colleagues on handling patient escalations as needed

These principles apply to ALL employees:SHC Commitment to Providing an Exceptional Patient & Family ExperienceStanford 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 inall ofits 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.

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.