Clinic Assistant III - JP5353

  • Location
    Newark, California
  • Job type
    Contract/Temp to Hire
  • Category
    Medical & Science - Administration


The Physician Relations team is a department within the Stanford Health Care (SHC) Enterprise Contact Center. The Physician Relations Associate answers a high-volume of incoming calls to the SHC Physician Helpline. The primary responsibility of the Physician Relations Associate is to assist physicians, provider offices, and others navigate SHC. This department is fast-paced and requires active listening, understanding of the request, and providing accurate information and navigation to ensure customer satisfaction.

Essential Functions

The essential functions listed are typical examples of work performed by positions in this job classification, and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.
¿ Employees must abide by all Joint Commission requirements including, but not limited to, sensitivity to cultural diversity, patient care, patients¿ rights and ethical treatment, safety and security of physical environments, emergency management, teamwork, respect for others, participation in ongoing education and training, communication and adherence to safety and quality programs, sustaining compliance with National Patient Safety Goals, and licensure and health screenings.
¿ Employees must perform all duties and responsibilities in accordance with the C-I-CARE Standards of the Hospital. C-I-CARE is the foundation of Stanford¿s patient-experience and represents a framework for patient-centered interactions.

C CONNECT with people by calling them their proper name, or the name they prefer (Mr., Mrs., Dr.)
I INTRODUCE yourself and your role.
C COMMUNICATE what you are going to do, how long it will take, and how it will impact the patient.
A ASK permission before entering a room, examining a patient, or undertaking an activity.
R RESPOND to patient¿s questions or requests promptly; anticipate patient needs.
E EXIT courteously with an explanation of what will come next.

1) Answer a high-volume of incoming telephone calls on the SHC Physcian Helpline
2) Act as a liason between community physicians and the Referral Center including providing instructions on how to refer a patient to SHC
3) Accurately obtain clinical information communicate to Clinical Navigator for appropriate routing of referrals
4) Provide special handling of referrals when necessary and route referrals to the correct clinic/physician
5) Assists community physicians requesting to consult with SHC physicians
6) Responds immediately and and appropriately to referring providers¿ urgent and non-urgent consult requests
7) Identify urgent issues related consults and referrals and then handle according to strict guidelines
8) Serves as liason between referring physicians and operations with regard to patient access
9) Determine proper method to communication with physician, which could be page, voicemail, or electronic message
10) Interface with high-level professionals, managers and other clients
11) Report process improvement feedback obtained from community providers to department manager
12) Provide a high level of customer service
13) Meet departmental quality assurance standards
14) Handles high volume of inbound and outbound calls
15) Identify urgent patient needs and escalate appropriately
16) Follow all required processes, guidelines and scripting
17) Utilize all functionality of the telephone system and electronic medical records systems in performing assigned job tasks
18) Answer questions accurately Assists callers with a wide variety of questions
19) Meet/Exceed organizational and department service standards
20) Meets all regulatory and compliance standards
21) Functions independently to complete activities related to the registration process
22) Escalates potential operational issues as needed to management

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Reference number US_EN_99_025110_11829900