Access Specialist (Patient Call Center) - Part Time Positions Available (Full time training first 5-6 weeks)
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. It is a place where your diversity â of culture, thinking, learning and leading â 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. Vanderbiltâs mission is to advance health and wellness through preeminent programs in patient care, education, and research.
VUMC Access Specialists provide exceptional service to patients and providers during inbound and outbound phone calls (call center) while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer. Our Access Specialists also support organizational mission to create exceptional customer experience by producing positive results in access and phone service measures.
AFTER 90 DAYS NEW EMPLOYEES ARE ELIGIBLE TO WORK REMOTELY
Key Functions and Expected Performances:
Call Management: clearly and professionally communicate information during inbound and outbound call conversations. Handle calls in efficient and effective manner using standard greetings for opening of call , content of call and closure of call. Follow establish guidelines for customer service and quality. Ensure accuracy in answering questions and assisting customer with requests to meet their needs. Reliably route customer to appropriate destination with warm transfer when possible.
Documentation/Messaging: accurately capture customer information and document using messaging system to clinic staff and/or providers. Capture information using guidelines established for area. Demonstrate use of messaging guidelines by priority/urgency.
Schedule appointments: schedule appointments in Epic or other scheduling system using guidelines for area/department. Accurately match customer with provider and/or test, gather, update and verify patient information, proactively provide information to customer regarding appointment location, process steps, parking, etc. Optimize use of provider schedules by following proper booking guidelines. Appropriately route patients to Central Registration.
Access tools and supports: actively work wait lists, house call/Smart talk report, and pull forward patients to improve access for customers. Maintain updated reference materials and manuals.
Professional development: engage in ongoing training to enhance skills, talent and knowledge by participating in educational opportunities, and implementing innovative models.
Improvement efforts: actively engage in improvement efforts to provide customers with excellent service.
Job requires High school graduate or GED and 3 years of experience or the equivalent
Experience in Call Center environment preferred
Strong computer skills and Windows navigation skills preferred
Monday â Friday
NOTE: Positions are part-time (approximately 24 hours per week) following training, but full-time availability to train is required during the first 5-6 weeks of employment.
VUMC Recent Accomplishments
Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:
US News & World Report: #1 Hospital in Tennessee, #1 Health Care Provider in Nashville, #1 Audiology (Bill Wilkerson Center), 9 adult and 9 pediatric clinical specialties ranked among the nation's best, #15 Education and Training
Truven Health Analytics: among the top 100 hospitals in the US
Becker's Hospital Review: one of the "100 Greatest Hospitals in America"
The Leapfrog Group: grade "A" in Hospital Safety Score
National Institutes of Health: among the top 10 grant awardees for medical research in the US
American Association for the Advancement of Science: 12 faculty members elected fellows in 2014
Magnet Recognition Program: Vanderbilt nurses are the only group honored in Middle Tennessee
Nashville Business Journal: Middle Tennessee's healthiest employer
American Hospital Association: among the 100 "Most Wired" medical systems in the US
Vanderbilt University Medical Center is a comprehensive health care facility dedicated to patient care, research, and biomedical education. Our reputation for excellence in these areas has made us a major center for patient referrals from throughout the Mid-South. Each year, people throughout Tennessee and the Southeast choose Vanderbilt University Medical Center for their health care because of o...ur leadership in medical science and our dedication to treating patients with dignity and compassion.The mission of Vanderbilt University Medical Center is to advance health and wellness through preeminent programs in patient care, education, and research.