Patient Service Specialist

About the Organization

Vanderbilt University Medical Center (VUMC), located in Nashville, Tennessee, is a global leader in teaching, discovery, and patient care. The Cancer Clinic 20 Regist/Labs team is part of a community dedicated to advancing health and wellness through preeminent programs in patient care, education, and research. VUMC values expertise, fosters professional growth, and celebrates individual uniqueness in an environment where everyone has the opportunity to thrive.

About the Role

Provides service to patients before, during, or post-appointment with minimal guidance. Facilitates efficient workflow, supports appropriate use of technology, and engages in effective communication. Navigates complex patient needs, including scheduling with multiple services or coordination with outside facilities or providers.

Responsibilities

• Proficiently performs all Associate Patient Service Specialist job responsibilities.
• Schedules appointments and procedures through clinical communication, work queues, and patient portal messages.
• Manages registration and patient work queues.
• Coordinates with patients and/or outside facilities to ensure all pre-appointment orders and consults are received and ready prior to patient visits.
• Communicates with patients through the patient portal, using critical decision-making to route messages appropriately.
• Additional duties may be assigned as needed.

Technical Capabilities

• Customer Service (Intermediate): Focuses on anticipating and meeting customer needs, remaining sensitive and responsive to patients while performing services.
• Patient Scheduling (Novice): Coordinates and schedules patient appointments, procedures, and office visits using hospital or clinic computer systems.
• Patient Documentation (Novice): Receives and records patient information accurately.
• Medical Terminology & Documentation (Novice): Comprehends and applies medical terminology in documentation.
• Appointment & Procedural Scheduling (Fundamental Awareness): Coordinates and schedules diagnostic testing and procedures within hospital computer systems.

Core Accountabilities

• Organizational Impact: Performs routine tasks that may impact team performance with occasional guidance.
• Problem Solving/Complexity of Work: Utilizes discretion and research to solve routine problems.
• Breadth of Knowledge: Applies knowledge of standards, established processes, and procedures relevant to the role.
• Team Interaction: Provides guidance to entry-level co-workers.

Core Capabilities

• Supporting Colleagues:
  • Develops self and others by identifying and pursuing development opportunities.
  • Builds and maintains relationships across areas by understanding colleagues' priorities and working styles.
  • Communicates effectively by openly sharing information and maintaining clear, courteous communication.
• Delivering Excellent Services:
  • Serves others with compassion by understanding their problems and needs.
  • Solves complex problems by understanding issues, addressing routine problems, and raising concerns in a timely manner.
  • Offers meaningful advice and support by listening carefully and providing accurate information.
• Ensuring High Quality:
  • Performs excellent work by checking quality before delivery and asking relevant questions to meet standards.
  • Fulfills safety and regulatory requirements by demonstrating awareness of safety conditions and reporting unsafe situations.
• Managing Resources Effectively:
  • Demonstrates accountability by taking responsibility for assigned activities and thinking creatively to provide high-quality work.
  • Stewards organizational resources by understanding how personal actions impact departmental resources.
  • Makes data-driven decisions by using accurate information to achieve timely, error-free results.
• Fostering Innovation:
  • Generates new ideas by proposing or accepting initiatives that improve day-to-day operations.
  • Applies technology by quickly learning new tools and utilizing appropriate procedures.
  • Adapts to change by maintaining an open mind and incorporating change instructions into work.

Requirements

• 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.