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Stanford Health Care Access Operations Associate - Provider Relations Services in Newark, California

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The Stanford Health Care (SHC) Enterprise Contact Center (ECC) Access Operations Contact Center (AOCC) handles a high-volume of inbound calls, outbound calls, faxes and other communication with patients, providers, clinic staff, and others needing to access health care services at one or multiple SHC departments/clinics. The Access Operations Contact Center staff within the ECC is responsible for providing an excellent patient and customer experience by efficiently coordinating services and accurately answering or properly referring inquires

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.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status or on the basis of disability.

The functions performed by employees in this job family will vary by level or the area(s) to which assigned, but may include (and not be limited to) the following:

  • Responds to a high-volume of incoming and outgoing telephone calls and faxed referrals

  • Assists patients in registering, scheduling, changing, and canceling appointments across multiple departments/specialties

  • Delivers expert knowledge regarding clinic-specific processes

  • Accurately documents and routes calls to the proper department

  • Identifies urgent customer needs or operational issues, and escalates appropriately

  • Efficiently navigates medical records and ensures patient information is up-to-date and accurately entered in the correct location

  • Obtains insurance authorization as necessary and communicate status to patients

  • Coordinates outpatient appointments and conjunctive services

  • Assists community physicians requesting to consult with SHC physicians

  • Provides care coordination when appropriate to ensure patient needs are met and to ensure clinic and medical protocols are followed

  • Educates patients on providing medical records and other medical documentation needed for SHC appointments

  • Communicates with patients and referring providers regarding insurance authorizations (including approvals and denials) and request required clinical documentation when necessary

  • Meets all regulatory and compliance standards

  • Delivers high-level of customer service

  • Follows documented protocols and guidelines

  • Meets and exceeds departmental quality assurance standards

  • Uses reference documents and online knowledgebase tools to clearly articulate accurate information regarding SHC services

  • Uses functionality of the telephone system as required

  • Other departmental duties as assigned

Minimum Qualifications


  • High school diploma or GED equivalent


  • Two (2) years of progressively responsible and directly related work experience in a healthcare setting, preferably in a call center environment


  • None

Equal Opportunity Employer Stanford Health Care (SHC) 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, 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. 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.

At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

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