Associate Access Specialist - Patient Access Center - Full Time (Remote)

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:

Care Connections Operations #4

Job Summary:

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 wired internet required. Currently the Department’s Hours of Operations are Monday – Friday 7am to 5:30pm.

JOB SUMMARY
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.

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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.  

KEY 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 solut