2026

Vanderbilt University Medical Center•Nashville, TN

5d•Onsite

About The Position

Provides service to patients and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance. Schedules 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. The Access Operations Department is in need of Associate Access Specialists to join the team! This is a temporary position with a 90-day evaluation period. At 90 days permanent opportunities may become available based on performance.

Requirements

1 year relevant work experience
High School Diploma or GED
Patient Satisfaction (Fundamental Awareness): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone.
Customer Service (Fundamental Awareness): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
Patient Scheduling (Fundamental Awareness): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
Call Center Telephone Etiquette (Fundamental Awareness): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way.

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.
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.