MLT Lab Contact Center Associate 2 - Vanderbilt Laboratory Services

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 diverse 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. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and 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.

Organization:

Customer Service

Job Summary:

The Contact Center Associate (Medical Lab Technician 2) is responsible for the management of clinical laboratory telephone calls in an office setting with minimal guidance. The Contact Center Associate uses their clinical laboratory education, experience, and problem solving skills to assist callers. Caller issues include ordering tests, obtaining results, add-on testing, specimen collection and incident reporting. The Contact Center Associate uses a "customer service" attitude to enhance patient care by providing clear, accurate, timely, and professional assistance to callers. The Contact Center Associate uses various software and issue tracking tools to provide information and follow issues until they are resolved. This position reports to the Team Leader of the VUMC Diagnostic Laboratories Contact Center.

KEY RESPONSIBILITIES:
• Actively participates in activities and functions necessary for the optimal performance of the Laboratory Contact center.
• Demonstrates knowledge and proficiency with the Contact Center ACD phone system.
• Demonstrates knowledge and proficiency with the Contact Center software tools.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Position Shift:
Vanderbilt Laboratory Services, Main Campus, Lab Contact Center, Fulltime, 1st Shift, Monday-Friday, 7am-3:30pm CST, start time somewhat flexible

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#VUMCRocks , #LabWeek , #Join Us!

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Unit Summary

Vanderbilt University Medical Center (VUMC) has been rated the #1 Hospital in Nashville and the state of Tennessee by the US News & World Report. VUMC’s Diagnostic Laboratories are undergoing an exciting time of change, including a planned expansion to a new state-of-the-art 110,000 sq ft laboratory. This, along with an established Professional Advancement Ladder (PAL), provides additional opportunities for growth within our system. VUMC is an academic medicine environment, providing team members frequent interaction with clinical teams and exposure to complex and novel infectious cases.

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