Associate Patient Service Specialist - Pediatric Ortho Clinic

Vanderbilt University Medical Center•Nashville, TN

3d•Onsite

About The Position

Provides service to patients before, during or post appointment with regular guidance. Facilitates efficient workflow, supports appropriate use of technology, and engages in effective communication. The Pediatric Orthopaedics Program at Monroe Carell Jr. Children’s Hospital at Vanderbilt provides advanced, family-centered care for children and adolescents with a wide range of musculoskeletal conditions, from routine injuries to the most complex orthopedic disorders. Serving as a regional leader in pediatric orthopedic care, the program specializes in the diagnosis and treatment of complex fractures, sports injuries, spinal and limb deformities, scoliosis, hip and foot disorders, musculoskeletal infections, and other orthopedic conditions. Our multidisciplinary team combines specialized pediatric expertise with innovative treatment approaches to deliver individualized care that supports the best possible outcomes. Dedicated to helping children return to healthy, active lives, Monroe Carell offers comprehensive orthopedic services in a compassionate environment designed specifically for patients and their families.

Requirements

Customer Service (Novice): 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, procedures, and other office visits with various computer systems in the hospital or clinic. Knowledge of VAS and EPIC decision trees.
Patient Documentation (Fundamental Awareness): The ability to receive and record patient information compliant with legal guidelines.
Medical Terminology & Documentation (Fundamental Awareness): The ability to comprehend medical terminology and documentation in an office or surgical setting.
High School Diploma or GED
Relevant Work Experience
Less than 1 year of experience

Nice To Haves

Organizational Impact: Performs clearly defines 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 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

Conducts patient check-in and check-out.
Manages and maintains reception area and welcome tablets; Impacts patient’s MHAV engagement.
Schedules appointments through clinical communication or direct request and effectively communicates to patients.
Provides excellent customer service and recovers service through de-escalation with guidance.
Obtains and loads insurance coverage, performs verification, and resolves various RTE errors to ensure appropriate billing; Utilizes payor verification websites.
Generates accurate registration efficiently and collects payments due at time of service to meet collection metrics.
Ensures compliance of all HIPAA, consent, and billing forms to patients while ensuring HIPAA, consent and billing forms meet established benchmarks.
Interprets patient situations involving minors/ incapacitated adults to ensure patient is protected and represented within VUMC policies and legal guidelines.