Lead Patient Service Specialist | Outpatient Radiology| Vanderbilt Imaging Services

About this role

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.

Organization: VIS Admin Hillsboro 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 • undefined

• 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 ti

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