Scheduler - Vanderbilt Home Care Services

Vanderbilt University Medical Center; Nashville (TN); On-site; USD 25,000 - 36,000; Full time

Job summary

Vanderbilt Health is recruiting for a Scheduler in Home Care to provide centralized scheduling access for patients and clinicians. The role emphasizes excellent customer service, phone etiquette, and strong organizational skills to optimize care delivery.

Hours are Monday–Friday, 8:00am–4:30pm, with duties spanning data management, coordinating visits, and supporting the healthcare team. Join a mission-driven system in Middle Tennessee.

Qualifications

• Experience scheduling home care or healthcare appointments.
• Strong customer service and communication skills.
• Ability to manage multiple priorities with accuracy under pressure.

Responsibilities

• Plan and manage scheduling workflows for home care patients.
• Optimize access to clinical services through effective scheduling.
• Schedule visits for clinicians and patients in collaboration with supervisor.
• Identify issues with availability and access and report them promptly.
• Maintain knowledge of VHCS policies and procedures.

Skills

Scheduling

Customer service

Phone etiquette

Multitasking

Communication

Problem solving

Education

High School Diploma or GED

Tools

Scheduling software

CRM system

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

VHCS Clinical - Nursing

Job Summary

The scheduler provides patient and provider access to services by scheduling appointments centrally for home care patients. Requires excellence in customer service, telephone etiquette, scheduling appointments, assuring accurate demographic, messaging and optimizes access to clinical services, and strong organizational skills.

Position Hours

• Monday through Friday
• 8:00am - 4:30pm

Department Summary

Vanderbilt Home Care provides high-quality, patient-centered care in the comfort of patients’ homes across Middle Tennessee. Licensed nurses, therapists, and other healthcare professionals work under the direction of physicians to deliver skilled clinical care, medication management, rehabilitation services, assistance with daily living activities, and ongoing emotional support. Serving patients across multiple counties, the team is committed to helping individuals maintain independence while receiving compassionate, personalized care in a familiar environment. Vanderbilt Home Care is recognized for its highly skilled clinicians, evidence-based treatments, advanced care technologies, and commitment to quality and safety, including accreditation through the Community Health Accreditation Program (CHAP). As part of Vanderbilt Health, team members have the opportunity to deliver meaningful care while supporting patients throughout their healthcare journey at home.

KEY RESPONSIBILITIES

• Planning and Managing Work
• Optimizes scheduling access to clinical services
• Schedules visits for clinician and patients in collaboration with supervisor
• Assesses and reports problems with availability, barriers to access
• Works to assure optimum use of resources, providers.
• Schedules patients into the correct visit type for the correct orders
• Utilizes scheduling criteria as appropriate, and exhibits initiative to problem-solve if no specific criteria exist or if caller requires an exception to the standard.
• Performs clerical duties to support scheduling function
• Provides support and necessary information to clinicians and patients regarding scheduling
• Contacts appropriate sources for emergencies in a timely and efficient manner
• Performs designated office duties
• Maintains a thorough knowledge of policies and procedures
• Recommends/defines & documents office processes (filing systems, office procedures, and workflow)
• Runs database queries and reports and updates database as necessary
• Maintains smooth workflow, manages multiple projects, sets priorities and meets critical deadlines by utilizing excellent organizational skills
• Answer questions and effectively communicates reasoning behind themDemonstrates phone service etiquette
• PROBLEM SOLVING
• Receives and screen calls relating to problems that may arise due to scheduling changes i.e. date changes, canceling due to Physician appointment
• Addresses emergent and urgent calls in collaboration with supervisor
• Assures patient, caregivers and providers get the information related to visits
• Shares gained knowledge with co-workers and supervisor
• Understands medical terminology well enough to discern needs of caller
• In collaboration with supervisor responds to more complex inquiries requiring considerable judgment and tact
• Communication and Collaboration
• Identifies and communicates pertinent information with the healthcare team, patients, and caregivers
• Acts as a liaison among team members
• CONTINUOUS LEARNING
• Participates in continuing education activities and obtains a minimum of 4 hours per year
• Participates in CQI process
• Identifies learning needs and seeks development opportunities
• Sets annual goals and strives to achieve them
• Team/Organization
• Functions as an integral member of team
• Participates in staff orientation
• Adheres to and promotes VHCS Mission and Vision
• Attends/participates in team, agency and committee meetings, including agency and discipline-specific Unit Boards utilizing the Shared Governance Model
• Strives to meet organizational service, satisfaction and financial goals
• Represents VHCS on committees, etc. outside the agency, as applicable

Technical Capabilities

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: 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. * Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job. * Team Interaction: Provides guidance to entry level co-workers.

Core Capabilities

• Supporting Colleagues : Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas.- Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. 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. - Fulfills 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.

Experience Level

2 years

Education

High School Diploma or GED

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.

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.