Lead Patient Services Spec

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

VIS Bellevue PSS

Job Summary:

JOB SUMMARY
The Patient Service Coordinator is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. In addition, he/she advocates for patient in resolution of concerns and complaints.

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KEY RESPONSIBILITIES

Serves as the clinic contact to listen and resolve patient/family concerns and complaints Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues Follows complaint through to resolution and provides feedback to patient/family Facilitates relationships with public Works with staff to resolve concerns and improve services, taking advocacy position Tracks and analyzes all concerns and complaints Identifies problematic trends and makes recommendations for correction. Produces regular overview reports Develops referral system with human services agencies and collaborates with community resource network Performs other duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES
 

KNOWLEDGE:

• Knowledge of medical terminology and organization services.
• Knowledge of administrative processes, procedures, claims processing, and preparing patient charts.
• Knowledge of health care field; medical practice clinical administrative systems, departments, and practices, including financial policies and reimbursement payment requirements
• Knowledge of counseling, conflict resolution and customer service principles and applications

SKILLS:

• Ability to use multi-line phone system, including transferring calls and paging.
• Ability to exercise a high degree of diplomacy and tact while multi-tasking, organizing and scheduling patients. 
• Skill in analyzing of data, policies, and requirements and in preparing objective, comprehensive reports using computers for both research and reporting
• Skill in defusing tense situations through diplomatic problem-solving
• Skill in effectively balancing needs of clinic with needs of patient with minimum of tension

ABILITIES:

• Ability to works well under pressure with minimal supervision.
• Ability to prevent, calm, and/or defuse irate callers and patients working with them to identify concerns and properly directs calls.
• Ability to communicate effectively with patients, staff, and external contacts via phone, in person and through well-written reports
• Ability to maintain effective relationships with a wide variety of people
• Ability to competently use Microsoft Office, including Word, PowerPoint, Excel, and appropriate practice management software.

OTHER QUALIFICATIONS:

Willingness to work evenings and/or weekends as needed. Willingness to attend continuing education courses at the request of the employer.

CORE ACCOUNTABILITIES

• Organizational Impact: Performs tasks that are typically routine that 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 COMPETENCIES

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

• Bachelors degree in human relations/social services, communications, marketing or business/health administration, preferred
• Minimum of two (2) years of experience in customer services, with at least six months of experience in health care setting. Patient Services Specialist experience preferred.
• Medical terminology preferred

PHYSICAL REQUIREMENTS/STRENGTHS NEEDED & PHYSICAL DEMANDS

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

While performing the duties of this job, the associate is occasionally required to stand; walk; sit for extended periods of time; use hands to touch, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell.  The associate must occasionally lift and/or move up to 20 pounds.  Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT:

Work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.

Primarily works in well-lit, ventilated and climate-controlled office environment with routine office equipment; some equipment has moving mechanical parts. May work from clinic locations and may be exposed to contagious viruses. Involves frequent contact with staff, patients and the public. Work may be stressful at times. Contact may involve dealing with angry or upset people.

Noise level in the work environment is usually moderate.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

* Organizational Impact: Independently performs non-routine tasks that significantly impact team and other related teams.* Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precendent.* Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas. * Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one’s own communication style to suit different situations and audiences. Delivering Excellent Services : - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees’ effectiveness. Ensuring High Quality : - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively : - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

3 years

Education:

High School Diploma or GED

Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled