Note: This position is 100% remote and operates in a virtual work environment. Interviews, Onboarding, and Training will be virtual. High speed internet required.

Job Overview

Supervisor - Access role will operate within the Care Connections department. This role will be responsible for leading and overseeing a team 18 - 21 Access Specialists, Associatate Access Specialist, Sr. Access Specialist and/or Lead Access Specilists. The primary focus of the role will be to coach, develop and engage staff in providing service excellence to existing and prospective patients. The Supervisor - Access will create a culture in which the team is engaged, motivated, and able to funtions in a high-performing environment that drives continuious improvement and exceptional service delivery.

View how Vanderbilt Health employees celebrate the difference they make every day:

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 -- of culture, thinking, learning and leading -- 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. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

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 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
• Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
• Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
• The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
• American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
• Magnet Recognition Program: Received our third consecutive Magnet designations.
• National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
• Human Rights Campaign Healthcare Equality Index: 6 ^th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.

Key Role Responsibilities

• Provide leadership and daily oversight to a team of access center specialsts who are responsible for scheduling patient appointments and responding to requests for information from patients and clinic partners
• Participate in the execution of day-to-day contact center operations, which includes maintaining overall answer rate, adherence, handle time, service quality, and other key performance indicators
• Serve as Level 2 support for escalated patient calls and document patient feedback accordingly
• Monitor SLAs and maintain a high level of patient satisfaction. Deliver metric reports as needed to senior management
• Put methods in place to monitor, track and document specialist performance and provide timely feedback
• Partner with access center leadership to identify and implement process improvements to maximize quality, efficiency, staffing, cost containment strategies and capital needs; facilitate ongoing process improvements accordingly
• Communicate VUMC strategies, clinic initiatives, system enhancements, performance, and other key information to the team; conduct regular team meetings and huddles
  

People Leadership

• Develop and retain talent by applying the necessary training and leadership that will foster internal growth and advancement
• Engage and encourage specialist in a way that promotes successful performance through ongoing mentoring and hands-on coaching; inspire and build team commitment
• Ensure specialists understand and comply with access center objectives, protocols, and policies
• Provide direction to staff to ensure duties and tasks are completed according to departmental performance standards

Core Accountabilities

• Partner with Human Resources, Service Quality and Training, Access IT, and other departments consistently to ensure effective department operations and superior patient service; administer VUMC policies and practices

• Recommend process/operational improvements to enhance efficiencies, reduce cost, and improve the overall quality of service
• Encourage and promote goal achievement and service excellence to help VUMC grow and prosper
• Meet with operations leadership and Customer Relationship Managers (CRM) to determine, understand, and implement protocols and procedural requirements
• Participate in the implementation process by reviewing and sharing updated protocols with team members, including new clinics and enhanced service offerings
• Assist in developing SOPs, metrics and processes for workflow improvements, risk assessment, and business process improvements
• Conduct monthly call quality monitoring of team members, and participate in call calibrations with the Service Quality team
• Investigate/resolve internal and external issues presented by providers and clinic staff; communicate results to the internal management for necessary closed loop activity
• Maintain thorough knowledge of clinic protocols, HIPAA regulations, and healthcare industry changes
• Assist department and specialist as needed to minimize errors that might result in patient dissatisfaction or monetary loss to VUMC
• Assist with ACD calls in queue as needed
• Serve as second level point of contact in the handling of escalated calls and issues deriving from access specialists or leads
• Provide input on budget issues, staffing, cost containment strategies and capital needs
• Participate in various aspects of interviewing and hiring as needed
• Identify promotional opportunities, initiate transfers, conduct performance appraisals, staff training, and counseling; and when necessary, termination of employment
• Perform additional duties and tasks as assigned

Basic Qualifications

• Bachelor's Degree in Business, Healthcare Management or related field required.
• 4+ years customer service or related contact center experience; patient access environment preferred
• 4 to 5 years of progressive people leadership in a contact center including supervisory or management experience in direct reporting capacity
• Previous knowledge and experience with call center technology, including workforce management, quality monitoring and Cisco systems
• Strong leadership and staff development skills, including training, coaching, and counseling
• Excellent written and verbal communication skills
• Intermediate to advanced knowledge of MS Office Suite with solid computer and technical skills; specifically, Microsoft Excel
• Proven capability of seeking ways to improve and promote accuracy and enhanced quality
• Work varying shifts, including early mornings/evenings and/or weekends to support frontline staff
• Possess business acumen
• Develop and present information to drive decisions and action
• Preferred experience in both inbound and outbound call center management, knowledge in process improvement, and knowledge and experience in change management

Skills and Abilities

• Develop and retain talent by applying the necessary training and leadership that will allow internal growth and advancement

• Willingness to develop a strong understanding of VUMC's policies, protocols, and services
• Ability to drive consistency and evaluate staff performance
• Excellent problem solving, leadership and customer service skills
• Exhibit skills associated with being detail oriented and analytical
• Possess tact necessary to deal effectively with patients, providers and colleagues while maintaining confidentiality
• Ability to remain calm and courteous under pressure
• Function with a sense of urgency as needed to satisfy patient and clinic concerns
• Demonstrated ability to maintain confidentiality using tact and diplomacy
• Ability to work independently with limited supervision

• Physical Requirements/Strengths needed & Physical Demands:
  
  • Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.
  
  
  Movement
  
  • Occasional: Standing: Remaining on one's feet without moving.
  • Occasional: Walking: Moving about on foot.
  • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
  • Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
  • Occasional: Push/Pull: Exerting force to move objects away from or toward.
  • Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
  • Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
  • Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
  • Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
  • Occasional: Bimanual Dexterity: Requiring the use of both hands.
  • Frequent: Sitting: Remaining in seated position
  • Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
  
  
  Sensory
  
  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
  • Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
  • Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
  • Continuous: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.
  
  
  Environmental Conditions