Associate Access Specialist

Vanderbilt University Medical Center•Nashville, TN

1d•Onsite

About The Position

Vanderbilt Health is a large, comprehensive academic health system with eight hospitals and over 180 clinics, dedicated to providing world-class care, education, and research. They foster a collaborative and supportive community where expertise is valued, knowledge is expanded, and uniqueness is celebrated. This role is within the CHOC Ped Appt Line 2 organization. The Associate Access Specialist provides service to patients and providers through inbound and outbound phone calls, scheduling appointments, taking messages for clinic staff and providers, and addressing customer needs with occasional guidance. The role involves scheduling patient appointments, escalating health concerns according to division guidelines, connecting patients with resources for clinical advice, and navigating complex situations with sound decision-making.

Requirements

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.
Patient Satisfaction (Fundamental Awareness): Participates in patient satisfaction related process improvement activities as well as providing a high-quality contact experience for the patient with every call. This position also has a direct effect on the ease of scheduling appointments and the ease of getting the clinic on the phone.
1 year of relevant work experience.
High School Diploma or GED.

Nice To Haves

Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance.
Problem Solving/ Complexity of work: Follows a well-established process to solve routine problems where solutions are clearly prescribed.
Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job.
Team Interaction: Individually contributes to the team.
Delivering Excellent Services: Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service. Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.
Ensuring High Quality: Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond. Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
Managing Resources Effectively: Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. Makes Data Driven Decisions: Uses accurate information and good decision-making to consistently achieve results on time and without error.
Fostering Innovation: Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure the proper course of action. Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Responsibilities

Answers calls for multiple areas in an efficient and effective manner using standard greetings for opening, content, and closure of calls.
Ensures accuracy in answering questions and assisting customers with requests to meet their needs.
Captures customer information and documents it using the messaging system for clinic staff and/or providers.
Schedules appointments in electronic systems using area/department guidelines, including prioritizing patients' health problems according to urgency, educating/advising patients, and making safe, effective decisions.
Provides customers with information regarding appointment location, process steps, parking, etc.
Additional duties may be assigned.