Patient Service Specialist - Pediatric General Surgery Clinic

Vanderbilt University Medical Center; Nashville (TN); On-site; USD 42,000 - 54,000; Full time

Job summary

Vanderbilt Health in Nashville seeks a customer service oriented professional to provide frontline support for patients and providers. The role includes answering calls, scheduling appointments, capturing messages, and guiding customers with clinic-related information.

You will escalate health concerns per division guidelines and navigate complex situations while delivering courteous, efficient service in a fast-paced health system.

Qualifications

• Handle calls and schedule appointments in electronic systems.
• Provide information on appointment location and process steps.
• Escalate health concerns according to division guidelines.

Responsibilities

• Answer calls for multiple areas efficiently using standard greetings.
• Ensure accuracy in answering questions and assist customers.
• Capture customer information and document for staff/providers.
• Schedule appointments, prioritize based on urgency and guidance.
• Provide information on location, process steps, and parking.
• Perform additional duties as assigned.

Skills

Customer Service

Patient Scheduling

Call Center Etiquette

Patient Satisfaction

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 DOT 7 Admin

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.

.

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.

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:

• OrganizationalImpact: Performs tasks that are typically routine that may impact team's performance with occasional guidance.
• Problem Solving/ Complexity of work: Utilizes some discretion and research to solve routine problems.
• BreadthofKnowledge: Applies knowledge of standards, established processes and procedure that apply to yourownjob.
• TeamInteraction: Provides guidance to entry level co-workers.

Core Capabilities :

• Supportingcolleagues :DevelopsSelfandOthers:Continuouslyimprovesownskillsbyidentifying development opportunities.
• BuildsandMaintainsRelationships:Seektounderstandcolleagues'priorities, working styles
• Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant ques