Associate Access Specialist

Vanderbilt University Medical Center; Tennessee; Hybrid; USD 32,000 - 46,000; Full time

Benefits offered by this job

Benefits package

Job summary

Vanderbilt Health is seeking a front-line Call Center/Patient Access professional to manage inbound and outbound calls while scheduling patient appointments and routing messages to clinic staff and providers. You will address patient needs, guide callers to resources, and escalate concerns per division guidelines.

The role emphasizes clear communication, accurate data capture, and supportive customer service within a fast-paced clinical setting at Vanderbilt Health.

Qualifications

• Call Center Experience is required.
• Patient Access Experience is required.

Responsibilities

• Answers calls for multiple areas in an efficient and effective manner using standard greetings for opening, content, and closure.
• Schedules appointments in electronic systems following area/department guidelines, prioritizing patients' health problems according to urgency.
• Captures customer information and forwards messages to clinic staff and providers; educates patients about processes and parking as needed.

Skills

Call Center Experience

Patient Access Experience

Job description

Discover Vanderbilt Health:

With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world‑class care to the people of the Mid‑South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization:

CHOC Ped Appt Line 2

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.

Qualifications

Call Center Experience

Patient Access Experience

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.

Core Accountabilities:

• 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.

Core Capabilities :

• Core Capabilities : 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.


• Fulfilling 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.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

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

Benefits

• This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well‑being and professional growth.

Equal Opportunity Statement

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. Great health care takes great people.

About the Organisation

We’re looking for like‑minded individuals driven to make a difference. We invite you to explore careers at Vanderbilt Health, where we value collaboration, embrace continuous learning and foster an environment where everyone can thrive. We’re the largest private employer in Middle Tennessee, with a growing team and an expanding footprint across towns and communities throughout the region. We employ more than 43,000 people who work in inpatient and outpatient clinical care, research and graduate medical education. Our employees also serve in critical supporting roles in administration, information technology and informatics, finance, legal and community affairs, communications and marketing, fundraising, groundskeeping and facilities, and many other departments. Our growing academic health system has more than 2,100 licensed hospital beds at eight hospitals: Vanderbilt University Hospital Monroe Carell Jr. Children’s Hospital at Vanderbilt Vanderbilt Psychiatric Hospital Vanderbilt Stallworth Rehabilitation Hospital Vanderbilt Bedford Hospital Vanderbilt Clarksville Hospital Vanderbilt Tullahoma‑Harton Hospital Vanderbilt Wilson County Hospital Vanderbilt Health is the Mid‑South's largest provider of specialty care, with hundreds of outpatient clinic and surgical locations throughout the region, and Tennessee’s only National Cancer Institute‑designated Comprehensive Cancer Center for adults and children. We are one of the nation's busiest critical care centers, home to Middle Tennessee’s only Level 1 Trauma Center and Burn Center for adults and children, and Middle Tennessee’s only Level IV Neonatal Intensive Care Unit. We are the nation’s largest transplant center, and last year we performed the most heart transplants than any center worldwide. Vanderbilt Health is an epicenter for biomedical research, winning over $1 billion in annual research awards from government, industry, foundations and donors. We are also a national leader in medical training and education, with the largest clinical training center in the Mid‑South and the only training center in Tennessee for many adult and pediatric specialties. We’re honored to be consistently considered among the nation’s best hospitals for quality, safety and patient satisfaction. Three of our hospitals — Vanderbilt University Hospital, Vanderbilt Psychiatric Hospital and Vanderbilt Wilson County Hospital — have been awarded a Five‑Star Quality Rating from Medicare. We support each other and encourage excellence among every member of our workforce. High‑achieving employees stay at Vanderbilt Health for professional growth opportunities, competitive compensation and benefits, and a sense of community and purpose. Join us in advancing health care. Our vision: The world leader in advancing personalized health Our mission: Personalizing the patient experience through our caring spirit and distinctive capabilities.