Customer Care Specialist

Vanderbilt University Medical Center; Nashville (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

Vanderbilt Health in Nashville seeks to implement and update health IT systems, partnering on quality assurance and developing business requirements to improve clinical workflows. The role emphasizes collaboration with clinicians and IT to deliver effective system enhancements across the health network.

Responsible for change management strategies and ensuring successful onboarding of new tools, the candidate will support ongoing improvements and maintain high standards of system reliability

Qualifications

• Understanding of the product life cycle and how it relates to other company products.
• Ability to write incident and problem reports with clear communication.
• Understanding configuration management concepts and applying related changes.
• Ability to plan resources, set priorities, define tasks, and meet deadlines.

Responsibilities

• Implements new systems or updates.
• Leads quality assurance testing.
• Creates business requirements for new systems or updates.
• Develops and implements change management strategies.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Skills

Product Knowledge

Problem Management

Configuration Management Concepts

Configuration Planning

Education

Bachelor's degree

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 Clinic Admin

Job Summary

Implements new systems and updates to current systems with occasional guidance. Partners on creating business requirements for new tools or enhancements in consideration of workflows and partners on quality assurance testing. Develops change management strategies and supports system orientation and clinician onboarding.

KEY RESPONSIBILITIES

• Implements new systems or updates.
• Leads quality assurance testing.
• Creates business requirements for new systems or updates.
• Develops and implements change management strategies.
• The responsibilities listed are a general overview of the position and additional duties may be assigned. TECHNICAL CAPABILITIES
• Product Knowledge (Novice): Understands the product in relation to other company products. Has general knowledge of the competition for the product in the marketplace. Understands the product life cycle from development through sales and customer support. Can describe product features and benefits using key product terminology.
• Problem Management (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate knowledge of Incident Tracking and Problem Reporting in practical applications of moderate difficulty. Writes problem reports that contain all of the necessary information for clear, non-antagonistic communication to those responsible for fixing problems. Can effectively explain how to reproduce and analyze errors, as well as identify the type of error including coding, design issue and hardware. Makes simple suggestions for correction.
• Configuration Management Concepts (Novice): Demonstrates the ability to apply changes or develop new functions related to this topic. Has an in-depth understanding of the design of the system. Has worked closely with knowledgeable users and customers in meeting their business needs. Critically evaluates the customer implications of technological changes. Able to interpret business data as it applies to this topic.
• Configuration Planning (Novice): Demonstrates ability to realistically anticipate resource needs, identify discrete tasks, set priorities, define dependencies, schedule activities, meet deadlines, and organize work for basic plans. Appropriately matches equipment to task demands. Demonstrates ability to break down work into manageable and measurable units. Accepts changes to plans with minimal disruption and loss of productivity. Follows up to assure problems and issues are resolved, and monitors plan progress effectively.

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: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support 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 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.

Position Qualifications

Responsibilities

Certifications

Work Experience

Relevant Work Experience

Experience Level

2 years

Education

Bachelor's

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 wellbeing and professional growth.

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.