Associate Access Specialist - Patient Access Center - Full Time (Remote)
Note:This position is 100% remote and operates in a virtual work environment. Interviews, Onboarding, and Training will be virtual. High speed internet required.Currently the Department's Hours of Operations are Monday - Friday 7am to 5:30pm and Saturday and Sunday 8am to 5:30pm.
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.
The Vanderbilt University Medical Center Patient Access Services (PAS) - Associate Access Specialist role will operate within the Care Connections Contact Center. This role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Care Connections Associate Access Specialist will be responsible for scheduling 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 Roles Responsibilities
Patient and Provider Service
Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary
Verify and accurately capture patient demographics, insurance, and appropriate medical information
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient's health concerns according to the department's urgency
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship
Operational and Patient Access Center Protocol
Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information
Create patient charts by entering required information into electronic databases and maintain accurate records
Relay information to relevant clinic staff members through the appropriate messaging systems
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner
Follows well established processes to solve routine problems where solutions are clearly prescribed
Maintain compliance with HIPAA rules and regulations
Follows a well-established process to solve routine problems where solutions are clearly prescribed
Development, Innovation and Quality
Attend developmental training as required
Participate in side-by-side coaching sessions to ensure continuous improvement of performance
Willingly proposes/accepts ideas or initiative that will impact day-to-day operations by offering suggestions to enhance them
Shows eagerness to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond
Perform additional duties and tasks as assigned by management
Openly shares information with others and communicates in a clear and courteous manner
Solves complex problems by seeking to understand issues, solving routine problems, and raising proper concerns to supervisors and appropriate contact center personnel in a timely manner
Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service
Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action
Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.