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Job Title: Associate Access Specialist-Part Time-Remote
Company Name: Vanderbilt Health
Location: Nashville, TN
Position Type: Full Time
Post Date: 12/03/2020
Expire Date: 01/02/2021
Job Categories: Customer Service and Call Center, Internet/E-Commerce, Research & Development, Medical, Web Technology
Job Description
Associate Access Specialist-Part Time-Remote
Job Summary

Provides service to patients and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the caller with occasional guidance. This involves scheduling patient appointments, escalating patients’ health concerns in accordance with individual division guidelines, providing connections to resources for clinical advice and guidance, navigating complex situations while making sound effective decisions. Successful completion of appropriate registration and scheduling system classes is required.

Key Responsibilities
  • 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
  • Captures customer information and document using messaging system to clinic staff and/or providers
  • Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients’ health problems according to their urgency, educating/advising patients and making safe, effective decisions
  • Provides information to caller regarding appointment location, process steps, parking, etc.
Technical Capabilities
  • Call Center Telephone Etiquette (Fundamental Awareness): 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 manner
  • Customer Service (Fundamental Awareness): A continuing focus on the needs and requirements of callers, anticipating their needs, remaining responsive and sensitive to callers while performing services requested
  • Patient Scheduling (Fundamental Awareness): The ability to coordinate and schedule patient appointments, surgeries and other office visits using various computer systems in the hospital or clinic
  • Patient Satisfaction (Fundamental Awareness): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience with every call. This position is a primary source for the initial Vanderbilt experience and has a direct impact on confidence, quality, and patient satisfaction measures
  • Organizational Impact: Performs tasks that are typically routine which may impact team’s performance with occasional guidance
  • Problem Solving/Complexity of Work: Utilizes some discretion and research to solve routine problems
  • Breadth of Knowledge: Applies knowledge of standards, established processes and procedure that apply to your own job
  • Team Interaction: Provides guidance to entry level co-workers
Core Capabilities

Supporting Colleagues

  • Develops Self and Others: Continuously improves own skills by identifying development opportunities
  • Builds and Maintains Relationships: Seeks to understand colleagues priorities, working styles and develops relationships across areas
  • Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner

 Delivering Excellent Services

  • Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service
  • Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns  to supervisors in a timely manner
  • Offers Meaningful Advice and Support: Listens carefully to understand the  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: Shows eagerness 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 conditions that affect safety and reports unsafe conditions to the appropriate person or department
Managing Resources Effectively
  • Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service
  • Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources
  • Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error

 Fostering Innovation

  • Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them
  • Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action
  • Adapts to Change: Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work

Basic Qualifications

  • Minimum Education: High school graduate or GED
  • Minimum Experience: 1 Year(s)

Education/Experience Notes: None Specified

  • Licensure/Certification: None
Licensure/Certification Notes: None Specified
Technology Requirements
This role requires a minimum home internet speed to access all necessary systems. You will be asked to provide proof of your internet speed as part of the employment pre-screening process. In order to run a speed test on your home internet, go to https://speed.measurementlab.net and run the speed test from a computer connected directly to your wall data outlet. A wireless connection is not adequate for this role. Please be prepared to provide your upload and download speeds. '
Qualifications & Requirements

High School Diploma or GED (or equivalent experience) and 1 year relevant experience

Licensure, Certification, and/or Registration (LCR):

    Additional Qualification Information:

    • Successful completion of appropriate registration and scheduling system classes is required.

    Physical Requirements/Strengths needed & Physical Demands:

    • Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.


    • Occasional: Standing: Remaining on one's feet without moving.
    • Occasional: Walking: Moving about on foot.
    • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
    • Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
    • Occasional: Push/Pull: Exerting force to move objects away from or toward.
    • Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
    • Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
    • Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
    • Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
    • Occasional: Bimanual Dexterity: Requiring the use of both hands.
    • Frequent: Sitting: Remaining in seated position
    • Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.


    • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
    • Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
    • Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.
    • Continuous: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.

    Environmental Conditions

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    Contact Information
    Company Name: Vanderbilt Health
    Company Description:

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