U-Haul is looking for a Patient Access Rep II to handle a high volume of inbound/outbound calls, faxes, and communications to coordinate healthcare services and deliver an excellent patient experience. This role builds on the duties of a Patient Access Rep I by developing expertise in a specialty area, executing C-I-CARE service standards, and taking on additional responsibilities such as training new staff.

What You'll Do

Execute practices of service and patient care in support of C-I-CARE standards.
Register new patients, schedule new or follow-up appointments, and update existing patient accounts.
Identify accepted insurance plans, manage referrals, and obtain and update insurance information.
Resolve system red flags as they are encountered.
Respond to a high volume of incoming and outgoing telephone calls and faxed referrals to coordinate care.
Assist patients with general questions and facilitate communication between patients and physicians or clinics.
Accurately document and route calls to the appropriate department following documented protocols.
Access the EHR to communicate to clinical staff and physicians through telephone encounters using SBAR format or smart phrases.
Manage EHR in-baskets, work queues, CRM, telephone encounters, and referrals.
Float as needed and provide orientation and training to new staff as assigned.
Serve as a job expert in assigned areas and take on additional special assigned duties.
Deliver a consistent high level of customer service using C-I-CARE principles and meet all regulatory and compliance standards.
Adhere to safety, P4P’s (if applicable), HIPAA, and compliance policies.

What We're Looking For

High school graduate or equivalent required.
One (1) to three (3) years of related experience required.
Strong verbal and written communication, listening skills, excellent interpersonal skills, and telephone communication.
Ability to maintain composure during challenging interpersonal interactions.
Legible handwriting.
Basic math skills.
Basic computer skills including keyboarding, mouse movement, and data entry.
Ability to effectively organize and prioritize tasks to complete assignments within allotted time.
Ability to work with others in a flexible, cooperative manner.

Nice to Have

One (1) to three (3) years of call center and/or patient access experience preferred.
EPIC experience preferred.

Technical Stack

Electronic Medical Record System (EMR/EHR)
EPIC
CRM
Practice management system

Team & Environment

Works under general supervision; work is reviewed for accuracy and completeness.

Benefits & Compensation

Pay is generally starting at $27.07 - $34.52 per hour.

Work Mode

This is an onsite role located at Stanford Health Care - University Healthcare Alliance.

Stanford Health Care (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.