Cancer Center Patient Administrative Specialist II - New Patient Coordinator

Stanford Health Care Tri-Valley is seeking a Cancer Center Patient Administrative Specialist II to handle new patient coordination and support the outpatient clinical setting. The role involves managing patient interactions, scheduling appointments, and performing various administrative tasks to ensure smooth clinic operations.

Responsibilities

• Greeting and Assistance: Greet patients, complete registration check-in & check-out, verify insurance information is accurate, and assist with general questions about appointments, authorization, payments, billing, and schedules
• Patient Escalations: Seek, Identifies, and resolves simple escalations, provides service recovery where appropriate. Escalate complex issues as defined by clinic specific pathways
• 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
• 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
• Maintain communication with PAS staff, medical center/clinic staff, physicians, and patients
• Communicate scheduling preferences and urgent needs with providers
• Strong Proficiency In At Least ONE of the Following Specialized Functions: Medication Prior Authorization, Specialized Data Collection & Coordination, Cross-trained to support multiple providers, services, and/or departments, Surgery/Procedure Scheduling, New Patient Coordination

Skills

• High School Diploma/GED
• At least one (1) year of related healthcare experience (Including external experience) required
• Knowledge of Windows-based office software, computers, and operating systems
• Basic Knowledge of medical terminology
• 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
• 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

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