Lead Patient Service Specialist | Outpatient Radiology| Vanderbilt Imaging Services

Patient Service Coordinator

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 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 is committed to an environment where everyone has the chance to thrive and where your uniqueness 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.

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.

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

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:

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.

Vanderbilt University Medical Center is an Equal Opportunity Employer and adheres to the parameters of Section 504 of the Rehabilitation Act of 1973. In compliance with the Americans with Disabilities Act as amended, we will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential reasonable accommodations with us.

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: Gather