Associate Access Specialist-2

Located in Nashville, Tennessee, Vanderbilt University Medical Center operates at a global crossroads of teaching, discovery, and patient care. It 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 and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for clinic staff and providers, and addressing customer needs with occasional guidance. Schedules patient appointments, escalates patients' health concerns in accordance with division guidelines, provides connections to resources for clinical advice, and navigates complex situations while making sound, effective decisions.

Responsibilities

• Answers calls for multiple areas in an efficient and effective manner using standard greetings for opening, content, and closure of calls.
• Ensures accuracy in answering questions and assisting customers with requests to meet their needs.
• Captures customer information and documents using messaging systems for clinic staff and/or providers.
• Schedules appointments in electronic systems using area/department guidelines, prioritizing patients' health problems according to urgency, educating/advising patients, and making safe, effective decisions.
• Provides information to customers regarding appointment location, process steps, parking, etc.
• Participates in patient satisfaction-related process improvement activities and provides a high-quality contact experience for every call.

Skills

• Customer Service: Focuses on the needs and requirements of customers, anticipates their needs, and remains sensitive while performing services.
• Patient Scheduling: Coordinates and schedules patient appointments, surgeries, and office visits using various computer systems.
• Call Center Telephone Etiquette: Handles patient or provider calls professionally, contributes positively to the call center environment, and manages difficult callers effectively.
• Patient Satisfaction: Engages in activities to improve patient satisfaction and ensures ease of scheduling appointments.

Qualifications

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

Benefits

This role offers a comprehensive benefits package, which may include health, disability, retirement, and/or wellness offerings to enhance well-being and professional growth.