Associate Access Specialist

Vanderbilt University Medical Center•Nashville, TN

About The Position

The Associate Access Specialist provides service to patients and providers during inbound and outbound calls. The role schedules appointments, captures messages for clinic staff and providers, and addresses customer needs with occasional guidance. It also involves escalating patient health concerns according to division guidelines, connecting patients with resources for clinical advice and guidance, and navigating complex situations while making sound, effective decisions. The position supports multiple areas by answering calls, responding to questions and requests, documenting information through a messaging system, and scheduling appointments in electronic systems. Appointment scheduling includes following department guidelines, prioritizing health problems according to urgency, and providing patients with information about appointment locations, processes, and parking. Additional duties may be assigned. This role requires call center and patient access experience, along with a high school diploma or GED and one year of relevant work experience. The work calls for customer service, patient scheduling, professional telephone etiquette, and attention to patient satisfaction. The position is part of Vanderbilt Health’s administrative support workforce and offers a benefits package that may include health, disability, retirement, and wellness offerings.

Requirements

Call center experience.
Patient access experience.
One year of relevant work experience.
High school diploma or GED.
Ability to provide customer service, schedule patient appointments using computer systems, and handle patient or provider calls professionally.

Responsibilities

Answer calls for multiple areas using standard greetings and effective call-opening, call-content, and call-closing practices.
Accurately answer questions and assist customers with requests to meet their needs.
Capture customer information and document it using the messaging system for clinic staff and/or providers.
Schedule appointments in electronic systems according to area and department guidelines.
Prioritize patients’ health problems according to urgency, educate and advise patients, and make safe, effective decisions when scheduling.
Escalate patients’ health concerns according to individual division guidelines and connect them with resources for clinical advice and guidance.
Provide customers with information about appointment locations, process steps, parking, and related details.
Participate in patient satisfaction and process-improvement activities and provide a high-quality contact experience.