Patient Service Specialist Float PRN - Heart and Vascular Institute

Located in Nashville, Tennessee, Vanderbilt University Medical Center (VUMC) 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 inclusive environment where everyone has the chance to thrive and uniqueness is celebrated.

About the Role

Provides service to patients either pre-appointment, during, or post-appointment with occasional guidance. Responsibilities include inbound/outbound telephone calls, cash management, appointment scheduling, insurance updates, and patient check-in/out. Navigates complex patient needs, such as scheduling with multiple services or coordinating with outside facilities or providers.

Position is PRN (as needed) with hours Monday through Friday during the day. Locations include Nashville, Cool Springs, Columbia, Clarksville, and others.

Department Summary

The Vanderbilt Heart and Vascular Institute (VHVI) is a nationally recognized leader in cardiovascular care, offering comprehensive treatment for heart and vascular conditions. VHVI combines expert specialists, advanced technology, innovative treatments, and groundbreaking research to deliver personalized, patient-centered care. Known for exceptional outcomes in complex cases, including heart transplantation, VHVI provides access to leading-edge therapies within a collaborative academic health system.

Responsibilities

• Conducts patient check-in and check-out.
• Coordinates follow-up appointments or procedures for patients.
• Schedules appointments, procedures, or surgeries through clinical communication or direct request.
• Provides positive first impressions using customer service skills.
• Works with patients and/or outside facilities to ensure administrative tasks—such as referrals, pre-certs, clinical records, documentation, orders, and consults—are received and ready prior to patient visits.

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

Skills

• Surgery Scheduling (Fundamental Awareness): Ability to coordinate and schedule surgeries within hospital computer systems.
• Customer Service (Intermediate): Focuses on anticipating and meeting customer needs while remaining sensitive and responsive to them.
• Patient Scheduling (Novice): Ability to coordinate and schedule patient appointments, surgeries, and office visits using hospital or clinic computer systems.
• Patient Documentation (Novice): Ability to receive and record patient information.
• Medical Terminology & Documentation (Novice): Ability to comprehend medical terminology and documentation in office or surgical settings.

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: Continuously improves skills by identifying development opportunities.
  • Builds and Maintains Relationships: Seeks to understand colleagues' priorities and working styles while developing relationships across areas.
  • Communicates Effectively: Openly shares information and communicates in a clear, courteous manner.
• Delivering Excellent Services:
  • Serves Others with Compassion: Invests time to understand problems and needs to provide 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.
  • 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 creatively to provide high-quality work/service.
  • Stewards Organizational Resources: Displays understanding of 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/initiatives 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.
• 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 that may include health, disability, retirement, and/or wellness offerings to enhance well-being and professional growth.