Patient Access Rep I

Patient Access Representative I

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 inquiries.

The PAR I is an entry-level position with limited or no prior experience; under general supervision and performs a variety of clerical and patient care duties to assist practitioners and other members of health care team. For situations where the PAR is designated as a "trainee," the incumbent will work under close supervision, requiring mentor sign-off on certain activities.

Locations Stanford Medicine Partners

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 routine support work and in a learning capacity, assists in but not limited to the following:
• Registers new patients, schedule 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.
• Delivers consistent high-level of customer service by using CI-Care principles.
• Meets all regulatory and compliance standards.
• Knowledge
• Learns to apply general knowledge through work assignments.
• Level of Supervision
• Works under general supervision and performs a variety of clerical and patient care duties to assist practitioners and other members of health care team.
• For situations where the PAR is designated as a "trainee," the incumbent will work under close supervision, requiring mentor sign-off on certain activities.
• 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) year or more of customer service experience in medical office, insurance, or client services environment required.
• One (1) year or more 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.
• 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

• 10% 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