Assoc Patient Service Spec

Located in Nashville, Tennessee, Vanderbilt University Medical Center (VUMC) operates at a global crossroads of teaching, discovery, and patient care. VUMC is a community where expertise is valued, knowledge is expanded, and abilities are challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and uniqueness is celebrated.

About the Role

Provides service to patients before, during, or post-appointment with regular guidance. Facilitates efficient workflow, supports appropriate use of technology, and engages in effective communication.

Responsibilities

• Conducts patient check-in and check-out.
• Manages and maintains reception area and welcome tablets; impacts patient’s My Health at Vanderbilt (MHAV) engagement.
• Schedules appointments through clinical communication or direct request and effectively communicates to patients.
• Provides excellent customer service and recovers service through de-escalation with guidance.
• Obtains and loads insurance coverage, performs verification, and resolves various real-time eligibility (RTE) errors to ensure appropriate billing; utilizes payor verification websites.
• Generates accurate registration efficiently and collects payments due at time of service to meet collection metrics.
• Ensures compliance of all HIPAA, consent, and billing forms to patients while meeting established benchmarks.
• Interprets patient situations involving minors or incapacitated adults to ensure patient protection and representation within VUMC policies and legal guidelines.

The responsibilities listed are a general overview of the position, and additional duties may be assigned.

Technical Capabilities

• Customer Service (Novice): Focuses on the needs and requirements of customers, anticipates their needs, and remains sensitive and responsive while performing services.
• Patient Scheduling (Fundamental Awareness): Coordinates and schedules patient appointments, procedures, and office visits using hospital or clinic computer systems. Knowledge of VAS and EPIC decision trees.
• Patient Documentation (Fundamental Awareness): Receives and records patient information in compliance with legal guidelines.
• Medical Terminology & Documentation (Fundamental Awareness): Comprehends medical terminology and documentation in an office or surgical setting.

Core Accountabilities

• Organizational Impact: Performs clearly defined tasks and methods with regular guidance to achieve standardized solutions that impact own performance.
• Problem Solving/Complexity of Work: Follows established processes to solve routine problems where solutions are clearly prescribed.
• Breadth of Knowledge: Possesses basic job knowledge of systems and procedures common to the role.
• Team Interaction: Individually contributes to the team.

Core Capabilities

Delivering Excellent Services

• Serves Others with Compassion: Invests time to understand problems and needs, providing excellent service.
• Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises concerns in a timely manner.
• Offers Meaningful Advice and Support: Listens carefully to understand issues and provides accurate information and support.

Ensuring High Quality

• Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards.
• Ensures Continuous Improvement: Eager to learn new knowledge, technologies, tools, or systems and displays willingness to go above and beyond.
• Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of safety conditions and reports unsafe conditions appropriately.

Managing Resources Effectively

• Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches.
• Stewards Organizational Resources: Understands how personal actions impact departmental resources.
• Makes Data-Driven Decisions: Uses accurate information and good decision-making to achieve results on time and without error.

Fostering Innovation

• Generates New Ideas: Proposes or accepts ideas that impact day-to-day operations by offering suggestions for enhancement.
• Applies Technology: Quickly absorbs new technology and understands when to utilize appropriate tools and procedures.
• Adapts to Change: Embraces changes by keeping an open mind and incorporating change instructions into work.

Requirements

• High School Diploma or GED.
• Less than 1 year of relevant work experience.

Benefits

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement, and/or wellness offerings to enhance your well-being and professional growth.