Lead Associate Patient Service Specialist - Physical Medicine & Rehabilitation

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. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness 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:

Dayani Physical Therapy

Job Summary:

Assists supervisor in workload distribution and coordination of staff resources to meet the needs of the department and prioritization of tasks independently. Provides direct, front-line communication with staff regarding quality, productivity and introduces or implements new processes or training. Works with staff to ensure needs are being met, develop and implement process improvement when needed, monitor productivity and accuracy of the registration staff, help communicate new processes or technology roll outs. Performs staff work in aligned group of responsibility when not coordinating team lead activities.

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Position Hours:

Monday – Friday 8:30-5:00

Location

Vanderbilt Dayani Center

1500 Medical Center Drive

Nashville TN

KEY RESPONSIBILITIES
• Serves as the first escalation point for patient/provider concerns or to provide guidance to ensure accurate execution of customer requests.
• Helps coordinate and supervise departmental staffing needs to ensure adequate coverage.
• Monitors daily workload across agents to ensure optimal service levels including message baskets, reschedules, after hours productivity, etc.
• Generates performance reports, analyzes and interprets data and assists supervisor to adjust staffing needs.
• Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
• Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
• Assists with onboarding and training as needed.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES
• Call Center Telephone Etiquette (Intermediate): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way.
• Patient Scheduling (Intermediate): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
• Customer Service (Intermediate): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Patient Satisfaction (Advanced): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone.

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: Independently performs non-routine tasks that significantly impact team and other related teams.* Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precendent.* Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas. * Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: