1.0 FTE Full time Day - 08 Hour R2658672 Onsite 107184013 TV Clinic Ortho Administrative Support PLEASANTON, 5725 W. Las Positas Blvd., California
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Day - 08 Hour (United States of America)
Seeking a highly dependable and motivated Patient Administrative Specialist with demonstrated surgery scheduling experience to join our Orthopaedic Surgery team. This role is ideal for an individual who thrives in a fast-paced clinical environment and possesses exceptional communication, organizational, and coordination skills.
Required Qualifications
- Strong surgery scheduling experience in a healthcare setting required
- Orthopedic surgery scheduling experience strongly preferred
- Proven experience coordinating complex surgical workflows, including pre-operative and possibly post-operative scheduling
- Knowledge of insurance verification, authorization processes, and surgical case preparation
- Experience working with Epic or a comparable electronic health record system preferred
- Demonstrated ability to manage multiple priorities with exceptional attention to detail and accuracy
- Outstanding verbal and written communication skills
- Ability to confidently and professionally communicate with patients, physicians, APPs, nurses, surgery schedulers, hospitals, ambulatory surgery centers, and ancillary departments
- Strong customer service skills with a commitment to providing an exceptional patient experience
- Excellent organizational and time management skills
- Ability to navigate complex situations, resolve scheduling barriers, and proactively identify solutions
- Proven ability to work collaboratively as part of a multidisciplinary healthcare team
The ideal candidate will bring a strong understanding of the surgical pathway and demonstrate the ability to independently manage surgery scheduling processes while ensuring accuracy, efficiency, and a seamless patient experience. Candidates with orthopedic surgery scheduling experience will be highly regarded due to the complexity and coordination required within this specialty.
Required: Minimum 3 years of surgery scheduling experience in a healthcare environment.
Highly Preferred: Orthopedic surgery scheduling experience with demonstrated expertise in coordinating surgical cases from initial scheduling and possibly post-operative follow-up.
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
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Primary Function:
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Proficiency of level II skills.
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AND
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Performs the following
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Specialized Functions:
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Patient Interaction and Complex Registration
- Greeting and Assistance: Greet patients, complete registration check-in & check-out, verify insurance information is accurate, and assist with complex questions about appointments, authorization, payments, billing, and schedules.
- Patient Escalations: Seek, Identifies and resolve complex escalations, provides service recovery where appropriate. Escalate complex issues as defined by clinic specific pathways with proposed resolution plan.
- 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.
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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.
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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.
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PLUS
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Demonstrate Master Level Proficiency by consistently performing work in highly accurate and timely manner, and by demonstrating an ability to problem solve or identify opportunities for improvement in at Least ONE of the following Service Line-Specific Functions related to:
- Insurance Verification, Authorization, and care coordination with external facilities
- Create, Edit, & Manage Provider Template(s)
- Medication Prior Authorization
- Specialized Data Collection & Coordination
- Cross-trained to support multiple providers, services, and/or departments
- New Patient Coordination
Education Qualifications
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High School Diploma/GED required.
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Associate degree or Bachelor's degree in health related field from an accredited college or university preferred.
Experience Qualifications
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At least three (3) years of related healthcare experience (Including external experience) required.
Required Knowledge, Skills and Abilities
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Knowledge:
- Knowledge of Windows-based office software, computers, and operating systems
- Moderate Knowledge of medical terminology
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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
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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
- Plan, prioritize, and organize work independently with attention to detail and deadlines
Licenses and Certifications
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
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Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
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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 $34.58 - $38.91 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.
