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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 inquiries.
The Access Operations Coordinator is for internal SHC candidates only. Access Operation Specialists may also qualify for an Access Operations Coordinator (Training) focused role with expanded scope and responsibility around training activities within ECC and their assigned department.
Locations
Stanford Health Care
What you will do
Handles calls as needed to ensure pod meets service level goal
Supports daily activities of staff in pod and is available to answer staff questions as needed
Provides detailed instructions to staff on standard workflows and how to handle exceptions to documented processes
Handles escalated calls such as irate or upset patients and callers requesting to speak to a supervisor/manager
Investigates scheduling defects and/or patient complaints. Identifies root cause. Provides findings and recommendation to Assistant Manager and log scheduling defects
Researches and recommends knowledgebase revisions and additions
Escalates operational issues as needed to management and recommends solutions
Demonstrates best practices by being a role model
Validates resource management, communicates and delegate scheduling/rescheduling/cancelation needs
Ensures equipment (wallboards, copy machine, phones, workstation) are functioning and/or escalation to resolve issue
Handles daily reports such as agent productivity, Midday WQ volume and Call Metrics
Assists with training employees on department standard work
Supports management with projects and process improvements
Assists with developing workflows
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
Training Coordinator focus additional duties:
Perform new hire training on department specific workflows and competencies
Perform refresher training as recommended and in partnership by ACM, Manager, Core Training, or QA
Develop department specific curriculum, learning assessments, and materials to support both new hire and refresher training
Maintain staff proficiency list for all department staff including sign off of competency and training attendance
Optimize, update and maintain knowledge base tools for department specific workflows, guidelines, and content (includes identification of improvements or projects)
Actively participate in the community of operations Trainers within ECC to continue learning, alignment of content or workflows, and joint training efforts across departments
Conduct at a high proficiency, one on one and group learnings both at the department level and cross functional
Maintain a high QA and continue to model ideal agent behavior
Participate in projects and provide training expertise, curriculum development, workflow or guideline specifics, and overall successful implementation for assigned training activities
Other departmental duties as assigned
Education Qualifications
Bachelors degree from an accredited University OR Associate degree from an accredited college or university preferred.
High School Diploma or GED Minimum High school Diploma or GED
Experience Qualifications
Four (4) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment and
Prior lead or supervisory experience or demonstrated experience at SHC Preferred
Required Knowledge, Skills and Abilities
Skilled in effective communications, customer service, problem solving, and managing multiple priorities.
Demonstrated knowledge and understanding of insurance eligibility, benefits, contract language, and medical terminology.
Ability to demonstrate supervisory OR training/knowledge base skills
Demonstrates knowledge of registration policies, FSC determinations and contract information.
Accurately utilizes EPIC insurance dictionaries to assign FSC.
Demonstrates acceptance of patient and family regardless of race, gender, disease process, life-style, sexual orientation, religious or cultural beliefs.
Ability to utilize appropriate manual and electronic systems
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
Licenses and Certifications
None
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 $38.15 - $42.96 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) .
