Vanderbilt University Medical Center

Compensation

Full Description

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: Care Connections Operations #4 Job Summary: JOB SUMMARY The Vanderbilt University Medical Center Patient Access Services (PAS) – Lead Access Specialist role will operate within the Care Connections Contact Center. This role will provide support for Associate Access Specialists and will be responsible for resolving issues, fielding escalated patient calls, answering agent questions, and addressing clinic concerns and emails while ensuring KPI goas are met. The Care Connections Lead Access Specialist will be responsible for occasional support with scheduling patient appointments and will serve as a Subject Matter Expert (SME) for processes and protocols aligned with various clinics. The ability to multi-task as well as readily shift priorities is essential in this role. . Key Roles Responsibilities Resolution Support • Respond to all agent inquiries for support with phone calls through the Resolution Support Team Hotline • Serve as Level 1 support for escalated patient calls and document patient feedback accordingly • Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously • Address challenging patients and problems that require escalation outside of PAS while striving to provide all callers with an outstanding customer experience • Address challenging patients and problems that require escalation outside of Access while striving to provide all callers with an outstanding customer experience • Complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship • Handle calls for all clinics and service lines as needed • Accurately document all help and escalated calls • Make recommendations for process improvements as identified Patient and Provider Service • Assist with concerns escalated through the internal escalation process and/or hotline; including agent coaching, patient call backs and clinic follow ups • Coordinate and execute on outbound calling efforts to schedule patient appointments as needed to close the loop on concerns and/or escalations • Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call • Demonstrate exceptional customer service and patient focus to make each encounter extraordinary • Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call • Verify and accurately capture patient demographics, insurance, and appropriate medical information Patient Access Services Lead Access Specialist, Full Time (Remote) Care Connections • Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency • Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously • Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc. • Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship Operational and Patient Access Center Protocol • Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information • Create patient chart by entering required information into electronic databases and maintain accurate records • Relay information to relevant clinic staff members through the appropriate messaging systems • Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner • Maintain compliance with HIPAA rules and regulations • Follows a well-established process to solve routine problems where solutions are clearly prescribed Operations Support, Development, Innovation and Quality • Assist with ACD calls in queue as needed • Attend developmental training as required • Share job knowledge and best practices with agents for his/her continued development • Willingly proposes/accepts ideas or initiative that will impact day-to-day operations by offering suggestions to enhance them • Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond • Perform additional duties and tasks as assigned by management • Openly shares information with others and communicates in a clear and courteous manner • Solves complex problems by seeking to understand issues, solving routine problems, and raising proper concerns to supervisors and appropriate contact center personnel in a timely manner • Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service • Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action • Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work • Provide real-time and/or side-by-side coaching and review recorded calls for continuous improvement of agent performance • Maintain a positive work environment through motivation and visibility to agents. Resolution Support Team Specialists should virtually round periodically to perform live monitoring of agents, compliment agents for on the-spot performance, and assist agents who may be struggling with calls • Facilitate refresher and cross training when assigned • Collaborate as needed with Customer Relationship Managers and Operations Managers to maintain up-to-date information related to training material and protocols Patient Access Services Lead Access Specialist, Full Time (Remote) Care Connections • Manage a complete range of non-phone activities including huddles, completion of online learning modules, and special projects • Partner with the Workforce Optimization Team (WFO) to increase employee efficiency and communicate areas of concern to management (Supervisors, Managers and Directors) • Ensure familiarity with the most up-to-date policies and procedures to communicate accurate information to agents and/or patients, as well as recognize potential additions or modifications to policies and procedures • Serve in a process mastery capacity and partner with the communications team to disseminate information pertinent to process improvement and/or changes • Support out of network (OON) efforts to ensure agent compliance with processes and procedures • Ensure compliance with applicable HIPAA laws and regulations. Complete all required VUMC compliance training. Maintain knowledge of and adhere to internal department policies and procedures. Take responsibility of remaining abreast of changing processes, policies, and procedures Qualifications or Required Skills/Abilities Required: • High School Diploma or equivalent • 3+ years of experience in a contact center and/or customer service environment • 2+ years of experience in healthcare or patient access preferred • Excellent communication and interpersonal skills • Adept at displaying patience and compassion when speaking to patients, callers and colleagues • Ability to type 40 – 45 WPM and effectively navigate using multiple systems • Display professional demeanor • Intermediate to advanced knowledge of various call types to assist patients and agents • Able to work in a remote environment while performing required duties and remaining patient focused Skills/Knowledge/Competencies • Must be team-oriented, highly organized, detail oriented and have successfully demonstrated the ability to manage multiple priorities • Proven customer service skills and the ability to resolve problems and prevent patient dissatisfaction while ensuring quality standards are met • Ability to consistently utilize the appropriate and approved tools and protocols to handle patient calls • Ability to diffuse escalations and assist agents on calls to ensure best practice delivery of service • Intermediate knowledge of MS Office Suite with solid technical and computer skills; specifically, Microsoft Excel • Ability to navigate quickly within various computer programs • Sound verbal and written communication skills, as well as strong listening skills • Problem-solving skills with an ability to think quickly under pressure • Ability to handle high call volume and answer patient questions in a timely manner • Ability to look for ways to improve and promote accuracy and improved quality • Ability to work varying shifts including early mornings/evenings and/or weekends to attend meetings and cross training or support other initiatives • Demonstrated ability to maintain confidentiality using tact and diplomacy • Ability to work independently and in a team setting with minimal supervision 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. Core Accountabilities: * Organizational Impact: Independently performs non-routine tasks that significantly impact team and other related teams.* Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precendent.* Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas. * Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members. Core Capabilities : Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services : - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality : - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively : - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements. Position Qualifications: Responsibilities: Certifications: Work Experience: Relevant Work Experience Experience Level: Less than 1 year Education: High School Diploma or GED Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled. PEOPLE ARE AT THE HEART OF ALL WE DO. Our vision: The world leader in advancing personalized health. Our mission: personalizing the patient experience through our caring spirit and distinctive capabilities. Making Health Care Personal. We’re looking for like-minded individuals driven to make a difference. We invite you to explore careers at Vanderbilt University Medical Center. At VUMC, we place a priority on designing with and for our patients and families. We value collaboration, embrace continuous learning and discovery, and seek to be a place where everyone has the chance to thrive. We’re the largest private employer in Middle Tennessee, with a growing team and expanding footprint in towns and communities across the region. We employ more than 28,000 people who work in inpatient and outpatient clinical care, research, and graduate medical education as well as critical supporting roles in administration, information technology and informatics, finance, legal and community affairs, communications and marketing, fund-raising, groundskeeping and facilities, and many more. Our growing health system has more than 1,700 licensed hospital beds at: Vanderbilt University Hospital Monroe Carell Jr. Children’s Hospital at Vanderbilt Vanderbilt Psychiatric Hospital Vanderbilt Stallworth Rehabilitation Hospital Vanderbilt Wilson County Hospital Vanderbilt Bedford Hospital Vanderbilt Tullahoma-Harton Hospital It’s also home to hundreds of outpatient clinic and surgical locations throughout the region. We serve our community with many unique and specialized services including the Level 1 Trauma Center, a highly experienced Transplant Center that does the most heart transplants in the world, a National Cancer Institute-designated Comprehensive Cancer Center, Lung Institute, Burn Center and many more. World-leading academic departments and centers make scientific discoveries, advance clinical care and train the next generation of health care professionals. Our robust research enterprise consistently ranks among the highest in the country as measured by peer-reviewed grant funding from the National Institutes of Health. We’re honored to be consistently considered among the nation’s best hospitals, including being nationally ranked in multiple medical specialties for treating the most complex conditions in adults and children by US News and World Report. Monroe Carell Jr. Children’s Hospital at Vanderbilt ranked as the No. 1 children’s hospital in the southeast in 2024. We support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at VUMC for professional growth, appreciation of benefits, and a sense of community and purpose. Join us in Making Health Care Personal.