Patient Administrative Specialist IV, Patient Access - Infusion Treatment Area (ITA)

Stanford Health Care is seeking a Patient Administrative Specialist IV for the Infusion Treatment Area (ITA) in the Patient Access department. This is a full-time, 1.0 FTE position working day shift (8-hour) in a hybrid arrangement at our Palo Alto location.

As a Patient Administrative Specialist IV, you will serve as a master-level administrative professional supporting outpatient clinical operations. This role combines complex patient coordination, surgery scheduling, and front office functions with mentoring and training responsibilities for junior staff members.

Responsibilities

Patient Interaction and Complex Registration

• Greet patients and complete registration check-in and check-out procedures
• Verify insurance information accuracy and assist with complex questions regarding appointments, authorization, payments, billing, and schedules
• Identify and resolve complex patient escalations, providing service recovery where appropriate
• Escalate complex issues through clinic-specific pathways with proposed resolution plans
• Track and manage incoming referrals and schedule appointments in a timely manner
• Serve as subject matter expert for scheduling instructions, referral guidelines, and insurance eligibility

Administrative Tasks and Documentation

• Handle significant volume of inbound and outbound patient calls
• Efficiently take and route messages and manage patient correspondence
• Manage faxes, mail, file documentation, and maintain databases
• Process forms and utilize phone and electronic medical records systems

Communication and Coordination

• Maintain professional communication with PAS staff, medical center/clinic staff, physicians, and patients
• Communicate scheduling preferences and urgent needs with providers

Training and Mentoring

• Serve as mentor and subject matter expert for new PAS staff orientation
• Provide ongoing education and best practice guidance to existing staff
• Welcome and orient new PAS staff members

Additional Duties

• Participate in special projects and disseminate best practices
• Lead in-service trainings and higher-functioning departmental duties as defined

Required Qualifications

• High school diploma or equivalent
• At least five (5) years of related healthcare experience
• Strong knowledge of medical terminology
• Knowledge of Windows-based office software, computers, and operating systems
• Strong written and 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
• Ability to actively listen to patients and colleagues
• Ability to provide exceptional patient experience by empathizing with patients and demonstrating compassion and understanding
• Ability to adjust communications to fit the needs and level of understanding of the receiver
• Ability to exercise calmness in stressful situations
• Ability to demonstrate exemplary customer service and act as liaison between front and back office
• Ability to acquire and develop departmental expertise
• Ability to plan, prioritize, and organize work independently with attention to detail and deadlines
• Ability to provide guidance and support to peer PAS colleagues on handling patient escalations

Preferred Qualifications

• Associate or bachelor's degree in a health-related field from an accredited college or university

Schedule

• Full-time, 1.0 FTE
• Day shift, 8-hour
• Hybrid arrangement

Compensation

• Base pay scale: Generally starting at $37.21 - $41.92 per hour
• Salary of the finalist selected will be set based on internal equity, experience, education, specialty, and training