Patient Admin Specialist II (Telephone-Based), Orthopedics EHC – Full Time, Days (08HR)

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Day - 08 Hour (United States of America)

Responsibilities:
• Answer high-volume patient phone calls with professional telephone etiquette
• Complete and process referrals and authorizations accurately and timely
• Schedule, confirm, and reschedule patient appointments across clinics
• Triage incoming calls, identify urgency, and escalate clinical concerns per protocol
• Document interactions and “close the loop” to ensure follow-through and resolution
• Coordinate with clinical staff, schedulers, and providers to resolve patient issues
• Provide clear patient instructions and follow-up information
• Track and report referral/status updates and assist with related administrative tasks

Qualifications:
• Prior experience managing patient telephone calls in a healthcare setting
• Strong problem-solving and critical-thinking skills
• Excellent verbal communication and telephone etiquette
• Demonstrated ability to close the loop and ensure tasks are completed
• Proven ability to build and maintain collaborative relationships with providers and staff
• Proficient with electronic health records and scheduling systems (preferred)
• High school diploma or equivalent; medical office or customer-service training preferred

Strongly Preferred Experience:
• EPIC EMR
• High-volume patient phone calls
• Referrals and authorizations

This is a Stanford Health Care job.

A Brief Overview
The 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. A 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.

Locations
Stanford Health Care

What you will do

• 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

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 $32.56 - $36.66 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.