2026

Vanderbilt University Medical Center•Nashville, TN

10d•Remote

About The Position

Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research. Organization: ANC - Model Office Job Summary: 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. . KEY 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. • The responsibilities listed are a general overview of the position and additional duties may be assigned. TECHNICAL CAPABILITIES • 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 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. Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more. At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

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 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.
Relevant Work Experience Experience Level: 1 year
Education: High School Diploma or GED

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.
The responsibilities listed are a general overview of the position and additional duties may be assigned.

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