Patient Access Technical Specialist

At Lucile Packard Children's Hospital Stanford, we know world-renowned care begins with world-class caring. That's why we combine advanced technologies and breakthrough discoveries with family-centered care. It's why we provide our caregivers with continuing education and state-of-the-art facilities, like the newly remodeled Lucile Packard Children's Hospital Stanford. And it's why we need caring, committed people on our team - like you. Join us on our mission to heal humanity, one child and family at a time.

Job ID: P140748-1784

JOB SUMMARY

This paragraph summarizes the general nature, level and purpose of the job.

The Patient Access Technical Specialist administers, implements, and monitors patient access technical processes, and operation systems, including call center decision trees. Applies project management methodology and develops expertise in the patient access business area. This position focuses primarily on improving patient access by supporting the implementation of Decision Trees (DT) and Guided Questionnaires (GQ) within electronic medical records (EMR) and EPIC. DTs and GQs use questions to guide a scheduler in choosing the correct provider at the correct time and location. Serves as an operations subject matter expert for DTs and GQs. This position primarily conducts requirement gathering sessions with scheduling and clinical subject matter experts to design the questions and questionnaire workflows built by an EPIC IS Analyst. The role is responsible for ensuring any workflow changes are documented and completed in the system appropriately, and ensures all design documents match EPIC production.

ESSENTIAL FUNCTIONS

The essential functions listed are typical examples of work performed by positions in this job classification. They are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. 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, patient 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.

Must perform all duties and responsibilities in accordance with the hospital's policies and procedures, including its Service Standards and its Code of Conduct.

* Acts as a focal point for the reporting and triage of technical problems within Patient Access.

* Collaborates with IS on changes, fixes, and updates to the department's DTs and GQs and acts as the resource on the department's workflows, policies, procedures, business objectives, and regulatory requirements.

* Supports new implementations or migrations from GQ to DT including go-live site support, validation, user testing, project coordination, and training/communications.

* Intakes daily change requests; prioritizes and resolves requests in accordance with SLAs set in partnership with IS.

* Logs all requests in the department tracker and keep all logs up to date

* Collaborates with clinics to identify technical solution requirements by analyzing work processes and operations.

* Evaluates clinics' systems' functionality to identify gaps, measuring the solution impact to business operations.

* Liaises between the clinic and the project team to improve productivity, and develops and delivers training.

* Implements changes using documented procedures that are compliant with hospital and departmental policies and procedures.

* Maintains technical functionality for patient access with limited guidance or direction on coordinating assignments.

* Interacts with vendors as the point person to resolve client/system issues based on interaction with vendor support.

* Writes and executes ad hoc reports; tests and validates system changes.

MINIMUM QUALIFICATIONS

Any combination of education and experience that would likely provide the required knowledge, skills and abilities as well as possession of any required licenses or certifications is qualifying.

Education: Bachelor's degree in a work-related field/discipline from an accredited college or university.

Experience: Four (4) years of progressively responsible and directly related work experience.

License/Certification: None Required.

KNOWLEDGE

These are the observable and measurable attributes and skills required to perform successfully the essential functions of the job and are generally demonstrated through qualifying experience, education or licensure/certification.

* Ability to communicate complex concepts in simple form to cross-functional departments or teams.

* Ability to coordinate and manage facilities, equipment, supplies, and related resources as necessary for the project.

* Ability to diagnose and resolve routine, specialized, and advanced technology problems.

* Ability to establish a set of tasks and activities associated with an intended outcome and timeline.

* Ability to make effective oral presentations and prepare concise written reports to a variety of audiences.

* Ability to provide oversight for project(s) and all related activities in that setting, including quality assurance and safety.

* Ability to take action consistent with available facts, constraints, and anticipated consequences.

* Ability to use appropriate interpersonal skills to give information to and receive information from coworkers and clients in a tactfully and professional manner.

* Ability to use effective approaches for choosing a course of action or developing appropriate solutions and/or reaching conclusions.

* Knowledge of new technologies and maintain and stay abreast of updates and changes in the field.

PHYSICAL REQUIREMENTS

The Physical Requirements and Working Conditions in which the job is typically performed are available from the Occupational Health Department. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of the job.

Pay Range

Compensation is based on the level and requirements of the role.

Salary within our ranges may also be determined by your education, experience, knowledge, skills, location, and abilities, as required by the role, as well as internal equity and alignment with market data.

Typically, new team members join at the minimum to mid salary range.

Minimum to Midpoint Range (Hourly): $48.50 to $64.31

Stanford Medicine Children's Health (SMCH) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SMCH does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity, 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. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements, and where applicable, in compliance with the San Francisco Fair Chance Ordinance.