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.

　　Day - 08 Hour (United States of America)

　　This is a Stanford Health Care job.

　　A Brief Overview

　　The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) 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 SHC departments/clinics. The Access Operations Contact Center staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires.

　　Locations

　　Stanford Health Care

　　What you will do

　　Responds to a high-volume of incoming and outgoing telephone calls and faxed referral

　　Coordinates care by scheduling, editing and maintaining routine patient physician appointments for new and returning patients.

　　Facilitates communication between the patient and the physician or clinic

　　Delivers expert knowledge regarding clinic-specific processes

　　Accurately documents and routes calls to the proper department

　　Identifies urgent customer needs or operational issues, and escalates appropriately

　　Works with care teams, patients, and outside facilities to obtain necessary information required for care.

　　Communicates with the care team and support staff on various patient issues.

　　Obtains and updates insurance information.

　　Meets all regulatory and compliance standards

　　Delivers high-level of customer service

　　Follows documented protocols and guidelines

　　Meets and exceeds departmental quality assurance standards

　　Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services

　　Uses functionality of the telephone system as required

　　Other departmental duties as assigned

　　Education Qualifications

　　High School Diploma or GED High school diploma or GED equivalent.Experience Qualifications

　　One (1) year of progressively responsible customer service experience, preferably in a healthcare setting or contact center environment

　　Internal candidate from Level I: six (6) months required; external candidates: one (1) year required

　　Required Knowledge, Skills and Abilities

　　Type 40 words per minute

　　Excellent customer service skills

　　Knowledge of medical terminology

　　Demonstrated knowledge of proper English grammar in speaking and writing

　　Effectively listen to resolve patient's/customers inquiries

　　Maintain respect and composure in stressful situations

　　Navigate complex software tools and accurately input data

　　Effectively document caller notes into the medical record

　　Ability to adjust communication to fit the needs and level of understanding of the receiver

　　Ability to apply business logic to resolve patient/customer issues while managing multiple priorities.

　　Working knowledge of EPIC or other patient/customer database

　　Ability to apply C-I-CARE to work

　　Licenses and Certifications

　　NoneThese 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 $27.17 - $30.61 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.

　　At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

　　As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

　　Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .