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Vanderbilt Health - Nashville, TN

posted 15 days ago

Full-time - Entry Level
Remote - Nashville, TN
Hospitals

About the position

The Vanderbilt University Medical Center Patient Access Services (PAS) - Associate Access Specialist role will operate within the Care Connections Contact Center. This role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Care Connections Associate Access Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

Responsibilities

  • Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
  • Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
  • Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
  • Verify and accurately capture patient demographics, insurance, and appropriate medical information.
  • Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient's health concerns according to the department's urgency.
  • Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
  • Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
  • Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
  • Captures customer information and document using messaging system to clinic staff and/or providers.
  • Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients' health problems according to their urgency, educating/advising patients and making safe, effective decisions.
  • Provides information to customer regarding appointment location, process steps, parking, etc.
  • The responsibilities listed are a general overview of the position and additional duties may be assigned.

Requirements

  • High School Diploma or equivalent required. AS/BS degree in Business Administration, Healthcare, or related field preferred.
  • Minimum of 1 year of medical office experience, scheduling environment, or patient access center required. 2+ years' experience in healthcare or patient access preferred.
  • 1-2 years relevant experience in a contact center and/or customer service environment.
  • Strong verbal/written communication and organizational skills.
  • Adept at displaying patience and compassion when speaking to patients and callers.
  • Ability to type 40 - 45 WPM and effectively navigate using multiple systems.
  • Display professional demeanor.
  • Able to work in a remote environment while performing required duties and remaining patient focused.

Nice-to-haves

  • AS/BS degree in Business Administration, Healthcare, or related field.
  • 2+ years of experience in healthcare or patient access.
  • Knowledge of medical terminology and insurance plans.
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