Lead Patient Services Spec

Vanderbilt University Medical Center•Nashville, TN

12h

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: VIS Admin OHO Job Summary: JOB SUMMARY The Patient Service Coordinator is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. In addition, he/she advocates for patient in resolution of concerns and complaints.

Requirements

Knowledge of medical terminology and organization services.
Knowledge of administrative processes, procedures, claims processing, and preparing patient charts.
Knowledge of health care field; medical practice clinical administrative systems, departments, and practices, including financial policies and reimbursement payment requirements
Knowledge of counseling, conflict resolution and customer service principles and applications
Ability to use multi-line phone system, including transferring calls and paging.
Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing and scheduling patients.
Skill in analyzing of data, policies, and requirements and in preparing objective, comprehensive reports using computers for both research and reporting
Skill in defusing tense situations through diplomatic problem-solving
Skill in effectively balancing needs of clinic with needs of patient with minimum of tension
Ability to works well under pressure with minimal supervision.
Ability to prevent, calm, and/or defuse irate callers and patients working with them to identify concerns and properly directs calls.
Ability to communicate effectively with patients, staff, and external contacts via phone, in person and through well-written reports
Ability to maintain effective relationships with a wide variety of people
Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.
Willingness to work evenings and/or weekends as needed.
Willingness to attend continuing education courses at the request of the employer.
Bachelors degree in human relations/social services, communications, marketing or business/health administration, preferred
Minimum of two (2) years of experience in customer services, with at least six months of experience in health care setting.
Relevant Work Experience Experience Level: 3 years
Education: High School Diploma or GED

Nice To Haves

Patient Services Specialist experience preferred.
Medical terminology preferred

Responsibilities

Serves as the clinic contact to listen and resolve patient/family concerns and complaints
Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues
Follows complaint through to resolution and provides feedback to patient/family
Facilitates relationships with public
Works with staff to resolve concerns and improve services, taking advocacy position
Tracks and analyzes all concerns and complaints
Identifies problematic trends and makes recommendations for correction.
Produces regular overview reports
Develops referral system with human services agencies and collaborates with community resource network
Performs other duties as assigned