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. The full time Patient Service Specialist role offers a $2,000 sign on bonus to external candidate who have not worked at VUMC for at least one year.

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.