A Brief OverviewThe 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.
LocationsStanford 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 CertificationsBase 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.
