Provides service to Dayani Front desk, performing check-in and check-out duties. Provides 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 customer with occasional guidance. Schedules patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.
Overview of VUMC Rehab
Rehabilitation Services at Vanderbilt are provided in multiple inpatient and outpatient settings including the Vanderbilt University Medical Center, Vanderbilt Childrens Hospital, Vanderbilt Orthopaedic Institute, Vanderbilt Dayani Center, Vanderbilt Bill Wilkerson Center, Physical Medicine & Rehabilitation and Vanderbilt-Stallworth Rehabilitation Hospital. Professionals represented in our rehabilitation programs include Occupational Therapists, Occupational Therapy Assistants, Physical Therapists, Physical Therapy Assistants, Certified Athletic Trainers, Speech-Language Pathologists, Audiologists, and Neuropsychologists. These professionals participate as essential members of various multidisciplinary teams providing care based on best practices and with a focus on the patient and family.
Our programs in rehabilitation extend to our community for continuous learning and support of future professionals. With over 70 contracts to professional schools across the United States, we provide training for over 50 occupational and physical therapy students and 60 audiologist and speech-language pathologists annually. We host many continuing education workshops annually. A majority of these are open to a variety of medical professionals as we strive to share our knowledge and remain current in the latest therapy techniques, theories, and regulations that govern our practice.
Our Rehabilitation programs are actively involved in continuous quality improvement through Focus Teams charged with the improvement of a service area through ensuring evidenced based practice, continued competencies for staff, and consistency of practice and documentation. To learn more about any of our service areas, extensive programs for students, or employment and educational opportunities, explore our Rehabilitation Services at VUMC REHAB
- Full-Time, Monday-Friday, Days
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. It is a place 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.
VUMC Recent Accomplishments
Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:
· US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
· Healthcare's Most Wired: Among the nation's 100 “most-wired” hospitals and health systems for its efforts in innovative medical technology.
· Becker's Hospital Review: named as one of the “100 Great Hospitals in America”, in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
· The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
· American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
· Magnet Recognition Program: Received our third consecutive Magnet designations.
· National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
· Human Rights Campaign Healthcare Equality Index: 6th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.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.
- Customer services support at the Dayani front desk - check-in/check-out processes
- 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 customer regarding appointment location, process steps, parking, etc.
- The responsibilities listed are a general overview of the position and additional duties may be assigned.
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 way.
CUSTOMER SERVICE (FUNDAMENTAL AWARENESS):- 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.
PATIENT SCHEDULING (FUNDAMENTAL AWARENESS):- The ability to coordinate and schedule patient appointments, surgeries and other office visits with 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 for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone.
- Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance.
- Problem Solving/ Complexity of work: Follows a well established process to solve routine problems where solutions are clearly prescribed.
- Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job.
- Team Interaction: Individually contributes to the team.
- - 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.
- - 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.
- - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards Ensures continuous improvement.
- - 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.
- - 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.
- - 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.
High School Diploma or GED (or equivalent experience) and 1 year relevant experience
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.
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