Patient Service Specialist- Hematology Belle Meade Clinic

Vanderbilt-Ingram Cancer Center

One of 47 National Cancer Institute (NCI)-designated Comprehensive Cancer Centers, and the only one in Tennessee that conducts research and cares for adults and children with cancer. Member of the National Comprehensive Cancer Network (NCCN), a non-profit alliance of 27 of the world's leading cancer centers who have come together to improve care for cancer patients everywhere. Ranked #1 Cancer Center in Tennessee and 33rd in the nation, by U.S. News & World Report. Nearly 300 researchers and physician-scientists in eight research programs. A comprehensive team of more than 100 physicians with the depth and breadth of experience to design a treatment plan customized to every patient. In addition to the Henry Joyce Clinic at The Vanderbilt Clinic, convenient community locations are located at One Hundred Oaks, Cool Springs, Franklin, Spring Hills, Springfield and Clarksville - with additional locations coming soon. A wide spectrum of services support patients' individual needs from diagnosis through survivorship, including education, prevention, screening, diagnosis, wellness services, hereditary cancer consultation, treatment, palliative care and survivorship. Enhancing cancer care in the region through affiliate relationships with Baptist Memorial Health Care, Maury Regional Medical Center, NorthCrest Medical Center, and Williamson Medical Center. Currently we are 7th in competitively awarded NCI grant funding with over $65 million; a total research base of over $155 million in research funding from public and private sources. Privileged to serve more than 6,252 new cancer patients and deliver care for more than 151,000 outpatient visits each year. At the forefront of promising new therapies, with access to over 150 clinical trials at any given time. Nationwide leaders in cancer survivorship, with one of the only centers in the country with a comprehensive program for cancer survivors regardless of age, type of cancer or where they received their oncology treatment. Developed www.mycancergenome.org , an award-winning online resource for genetically informed cancer information, which has received visitors from over 200 countries/territories.

JOB SUMMARY:
Provides service to patient either pre-appointment, during or post appointment with occasional guidance. Responsibilities may include inbound/outbound telephone calls, cash management, appointment scheduling, process of insurance updates and patient check in/out. Navigates more complex patients to include scheduling with multiple services or coordination with outside facilities or providers.

POSITION SHIFT:

Hours: 8-5 Monday thru Friday (hours may vary depending on needs at clinic)

Location: 100 Oaks

KEY RESPONSIBILITIES:

• Conducts patient check-in and check-out.
• Coordinates any follow-up appointments or procedures required for patient.
• Schedules appointments, procedures or surgery through clinical communication or direct request.
• Provides positive first impressions utilizing customer service skills.
• Works with patients and/or outside facilities to ensure all administrative tasks, including; referrals, pre-certs, clinical records and documentation, orders and consults have been received and ready to view prior to patient visit.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES:

CUSTOMER SERVICE (INTERMEDIATE): - 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 DOCUMENTATION (NOVICE): - The ability to receive and record patient information.

PATIENT SCHEDULING (NOVICE): - The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.

SURGERY SCHEDULING (FUNDAMENTAL AWARENESS): - The ability to coordinate and schedule surgeries within various computer systems in the hospital.

MEDICAL TERMINOLOGY & DOCUMENTATION (NOVICE): - The ability to comprehend medical terminology and documentation in an office, or surgical setting.

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 CAPABILITIES:

SUPPORTING COLLEAGUES (S2):

• - 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 (S2):

• - 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 tosupervisors in a timely manner.
• - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.

ENSURING HIGH QUALITY (S2):

• - 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 (S2):

• - 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 (S2):

• - 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.