Patient Services Rep III

Patient Service Representative IIIThis is a Stanford Medicine Partners job. A Brief Overview Under general supervision, operates as part of the care team performing a variety of functions such as greeting patients, patient registration, insurance coverage and eligibility verification, scheduling and telephone management. The PSR III performs PSR I and II duties, in addition, serves as project lead in developing training for staff and providing feedback to the supervisor/manager on trainee's progress. The position will be an expert in assigned areas, acting as a resource for staff.Locations Stanford Medicine Partners What you will doC-I-CAREExecutes 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 roleCOMMUNICATE what you are going to do, how long it will take, and how it will impact the patientASK permission before entering a room, examining a patient or undertaking an activityRESPOND to patient's questions or requests promptly; anticipate patient needsEXIT courteously with an explanation of what will come nextJob ScopePerforms independently all of Level I & II, in addition, but not limited to the following:Creates master scheduling template for the department.Works collaboratively with team to determine daily staffing assignments.Responsible for flow management of assigned workgroup.Performs specialized scheduling or referral coordination more than 50% of the time.Performs scheduling for multiple specialties.Assists with resolving patient grievances, applying CICARE service recovery.Participates in the development and creation of standard work.Acts as a resource for levels I, & II, and assists level IV.Expert in assigned areas, taking on additional special assigned duties with no supervision.Assists in developing and reviewing training content for specific clinics and workflows.Evaluates trainee progress using provided assessment tools.Provides feedback to the supervisor/manager on trainee's progress.Participates in development & maintenance of A3 for department improvement.KnowledgeSame as Level I & II, in addition:Requires knowledge and understanding of practices and procedures in an assigned area or clinic.Strong organizational and leadership skills to allocate time between many different duties and responsibilities where quick response to physicians, patients, and patient family members is critical.Level of SupervisionFunctions independently seeking assistance as appropriate.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 QualificationsHigh school graduate or equivalent required.Experience QualificationsTwo (2) years of PSR or related experience required.Graduate of a Medical Receptionist training program, healthcare experience, or related preferred.EPIC experience preferred.Required Knowledge, Skills and AbilitiesSame as Level I & II, and in addition: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 necessary to collect payments and balance cash drawer.Basic computer skills to include keyboarding, mouse movement and data entry skills to enter information into practice management system and EHR.Super-user for clinical computer systems.Demonstrates ability to orient new clinic staff to the 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 DemandsConstant Sitting.Occasional Walking.Occasional Standing.Frequent Bending.Occasional Squatting.Seldom Climbing.Occasional Kneeling.Seldom Crawling.Frequent Hand Use.Frequent Repetitive Motion Hand Use.Occasional 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).LiftingFrequent lifting of 0 - 10 lbs.Frequent lifting of 11 - 20 lbs.Occasional lifting of 21 - 30 lbs.Occasional lifting of 31 - 40 lbs.Seldom lifting of 40+ lbs.CarryingFrequent lifting of 0 - 10 lbs.Frequent lifting of 11 - 20 lbs.Occasional lifting of 21 - 30 lbs.Occasional lifting of 31 - 40 lbs.Seldom lifting of 40+ lbs.Working EnvironmentOccasional Driving cars, trucks, forklifts and other equipment.Frequent Working around equipment and machinery.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 PathogensCategory II - Tasks that involve NO exposure to blood, body fluids or tissues, but employment may require performing unplanned Category I tasksTravel Requirements20% travel:These principles apply to ALL employees: Commitment to Providing an Exceptional Patient & Family Experience University HealthCare Alliance dba Stanford Medicine Partners 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 careShow Me the Way: Guide and prompt my actions to arrive at better outcomes and better healthCoordinate for Me: Own the complexity of my care through coordination