Vanderbilt University Medical Center Patient Services Rep-Occupational Health Clinic in Nashville, Tennessee

Provides customer service, including telephone etiquette, cash management, schedules appointments, processes insurance updates and conducts patient check in/out according to the Standard Clinical Operating Model with regular guidance. For more information regarding the physical requirements and environmental conditions for this job, please click here at https://hr.mc.vanderbilt.edu/careers/requirements/PhysicalRequirementsGroup80.pdf .

Key Functions and Expected Performances:

  1. Core Accountabilities:

a. Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance.

b. Problem Solving/Complexity of Work: Follows a well established process to solve routine problems where solutions are clearly prescribed.

c. Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job.

d. Team Interaction: Individually contributes to the team.

  1. Key Responsibilities:

a. Demonstrates "on-stage behavior" in all settings viewed by patients or visitors.

b. Demonstrates "off-stage behavior" in all settings when representing the department.

c. Demonstrates the ability to conduct patient check-in and check-out according to the standard process.

d. Schedules appointments through clinical communication or direct request.

e. Provides positive first impressions with utilizing customer service skills.

f. Ensures point of service collections.

g. Manages reception area, maintains orderly appearance of reception area; ensures method for accountability of each patient check-in; proactively communicates appointment updates with patients.

  1. Core Capabilities: Supporting Colleagues

a. Develops Self and Others: Continuously improves own skills by identifying development opportunities

b. Builds and Maintains Relationships: Seeks to understand colleagues priorities, working styles and develops relationships across areas

c. Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner

  1. Core Capabilities: Delivering Excellent Services

a. Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service

b. Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns to supervisors in a timely manner

c. Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support

  1. Core Capabilities: Ensuring High Quality

a. Performs excellent work: Checks work quality before delivery and asks relevant questions to meet quality standards

b. Ensures continuous improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond

c. Fulfills safety and regulatory requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department

  1. Core Capabilities: Managing Resources Effectively

a. Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service

b. Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources

c. Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error

  1. Core Capabilities: Fostering Innovation

a. Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them

b. Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action

c. Adapts to Change: Embraces change by keeping an open mind to changing plans and incorporates change instructions into own area of work

  1. Technical Capabilities:

a. Customer Service (Novice): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.

b. Patient Documentation (Fundamental Awareness): The ability to receive and record patient information.

c. Clerical/Administrative (Fundamental Awareness): Clerical/Administration is a skill which includes most clerical and administrative functions typically carried out by secretaries, administrators and others who perform a clerical role. Among the duties are: Ad Hoc Reporting, Calendar Maintenance, Data Entry, Document Duplication, Document Filing and Maintenance, Document Preparation, Employee Record Maintenance, Employee Time Recording, Faxing and Electronic Mailing, Inventory Management, Mail Sorting and Distribution, Meeting Coordination and Scheduling, Message Management, Receptionist Tasks, Special Projects, Spreadsheet Preparation, Travel Arrangements, and Word Processing and Typing.

Job requires High school graduate or GED and 0 years of experience or the equivalent.

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

Job Clinical Support

Organization: Occ Health Front Desk 108894

Title: Patient Services Rep-Occupational Health Clinic

Location: TN-Nashville-Medical Arts

Requisition ID: 1611926