Patient Service Specialist I

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This is a Stanford Health Care job.

A Brief Overview

Reporting to the Sr. Manager of Stanford Personalized Services under the Patient Experience business unit, the Stanford Personalized Services Advocate (SPS) role, as a key ambassador, is responsible for delivering a comprehensive array of high touch, personalized services designed to ensure that SPS patients receive assistance with finding a physician, scheduling appointments, navigating Stanford Health Care, answering questions and addressing concerns through Stanford Health Care's (SHC) vast resources.

In addition, responsible for securing and building relationships with key donors: Board of Trustees of Stanford University, SHC Hospital Board, and Stanford Children's Hospital, department chairs, senior leadership, major donors as well as with executives of the Corporate Partner Program.

Locations
Stanford Health Care

What you will do

• 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.
• Must perform all duties and responsibilities in accordance with the Service Standards of (C-I-CARE, HIPAA standards) of the Hospital(s).
• Works closely with SHC's compliance department to educate and ensure confidentiality at all times when working with high profile patients.
• Acts as a non-clinical, high level, liaison/concierge/navigator for referred patients in all aspects of their care at SHC before, during or after an encounter with a Stanford Health Care facility
• Facilitates scheduling of physician appointments and care during inpatient and outpatient stays for key individuals and assists in negotiating the Stanford Health Care system.
• Works with physicians and clinic teams to coordinate seamless, comprehensive consultation/appointments and support patient services request from around the globe in a timely manner.
• Identifies appropriate patients and makes referrals for them to our Concierge Medicine Program.
• Maintains close relationships with referring, community and concierge physicians as well as SHC/SU faculty to facilitate SPS referrals.
• Establish collaborative relationship with Vizient Global Executive Services Council for medical expertise, recommendations and referrals.
• Continuously review and refine strategies for developing excellent patient-centered care.
• Matches individual patient interest to institutional priorities by working with the Office of Medical Development (OMD) and OMD/SPS liaison
• Identifies major donors and potential prospects from SPS database. Works with Office of Medical Development liaison to provide background and input on prospective donors.
• Works with community physicians to bring their patients into a grateful patient position at Stanford.
• Designs and implements training strategies to build understanding within the medical center staff with regards to the value of grateful patient to institutional fundraising.
• Provides input for design of events and other activities to cultivate prospect interest and solicit major gifts for high-priority programs.
• Participates in the development of departmental goals and objectives in concert with the SHC mission, values and goals.
• Maintain internal SPS database for reporting purposes (i.e. dashboards and metrics) as well as for navigation purposes.
• As part of the continuum of care, works weekends and after hours to ensure 24/7 access for Stanford Personalized Services Patients. Meets patients in the Emergency Department at any time and rounds on patients on weekends.

Education Qualifications

• Bachelor's degree in a work-related healthcare discipline.

Experience Qualifications

• Three (3) years of progressively responsible experience in a medical setting, preferably with experience in a similar program at a top-tier academic medical center.

Required Knowledge, Skills and Abilities

• Ability to be diplomatic, highly organized, and detail oriented
• Ability to communicate effectively, both orally and in writing, across the organization
• Ability to display a highly professional demeanor, personal presentation, and complete discretion.
• Ability to establish and maintain effective relationships with widely diverse groups, including individuals at all levels both within and outside the organization and gain their cooperation
• Ability to handle potentially sensitive situations by applying consultative skills in working with internal and external constituent groups
• Ability to maintain confidentiality of sensitive information
• Ability to remain calm under pressure and reply sound judgment
• Ability to resolve conflicts and or negotiate with others to achieve positive results; establish and maintain effective interpersonal relationships: up, down and across the organization.
• Ability to work in a complex, fast-paced, multi divisional environment with the skills to establish priorities, set objectives and achieve stated goals
• Ability to strategize large gift solicitations and to demonstrate sensitivity to the motivations of those who make them
• Knowledge of academic institutions and academic medical centers and how they work.
• Knowledge of all clinical and academic disciplines pertaining to the operation of a complex medical center
• Knowledge of all formal etiquette and protocol at an international level
• Knowledge of computer systems and software used in functional area
• Knowledge of data collection, compilation, and analytical techniques, computer systems and software
• Knowledge of medical terminology
• Knowledge of the healthcare industry
• Exceptional customer service skills required

Physical Demands and Work Conditions
Blood Borne Pathogens

• Category III - Tasks that involve NO exposure to blood, body fluids or tissues, and Category I tasks that are not a condition of employment

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience


Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.



You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

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.

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.