This position will be responsible for providing leadership assistance across multidisciplinary teams and supporting immediate needs from the Referral Management Coordinators. Will validate details within patient level encounters as it relates to referrals and authorizations, collaborates with clinical resources for coordination and triaging to expedite timely patient needs, and provides the highest level of customer service to referring providers and patients. Takes a lead role in complex situations when there is a need to achieve results.
Reports directly to the Referral Management Supervisor and will communicate and coordinate needs associated with patient and provider escalations, process gaps, and employee needs. Provides real-time support and feedback for staff. Position is responsible for managing challenges with patient scheduling, workflow alignment, and completion of department specific work assignments.
This position will serve in a complete remote setup and will operate within a virtual setting.
Critical Thinking - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
Control - ability to coordinate needs associated with challenging and complex situations.
Mentor - ability to build strong relationships and establish trust.
Communicator - excellent verbal, written, professional communication skills.
Coach-performs necessary training and coaching with staff in order to meet and/or exceed performance expectations
Serves as the first level of escalation associated with call issues, referring provider needs or concerns, and any other needs related to the coordination of patient care.
Consistently delivers on expectations for care while setting a standard for others.
Manages communication with clinical resources to facilitate timely patient scheduling.
Creates RMC department specific training content and trains on workflows aligned to department functions
Distributes and enforces organizational strategies, changes to workflows, and focus efforts
Ensures referral and scheduling reports are run and actions are taken for resolution as needed.
Generates performance reports, analyzes and interprets data and assists supervisor to manage staffing needs and performance coaching.
Supports insurance eligibility delays and escalations with payors.
Facilitates patient approval exceptions with identified decision makers
Responsible for daily monitoring of the completion for all assigned workqueue and tasks associated with registration and authorization completion, pending scheduling requests, and follow up to referring providers
Conducts ad hoc agent live call reviews to ensure process alignment and satisfaction expectations are met.
Monitors volume of all entry points for referring provider requests, inclusive, but not limited to incoming calls, Vanderbilt Health Connect, Provider Connect App, and other referral platforms.
Provides a healthy work environment to promote overall success of the team
Communicates overall satisfaction from patients and referring providers and escalates barriers and/or concerns to a partnered support from RMC Supervisor and Operations Manager
CALL CENTER TELEPHONE ETIQUETTE (ADVANCED): - 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 (ADVANCED): - 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 (ADVANCED): - The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
PATIENT SATISFACTION (ADVANCED): - 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.
3+ years of customer service experience
Computer proficiencies: intermediate to advanced knowledge of MS Word, Excel, PowerPoint, Visio
Standing: Remaining on one's feet without moving., Walking: Moving about on foot., Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another, Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device., Push/Pull: Exerting force to move objects away from or toward., Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles, Reaching above shoulders: Extending arms in any direction above shoulders., Reaching below shoulders: Extending arms in any direction below shoulders., Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands., Bimanual Dexterity: Requiring the use of both hands.
Sitting: Remaining in seated position, Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
Continuous: Communication: Expressing or exchanging written/verbal/electronic information., Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information, 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., Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.
Vanderbilt University Medical Center is home to Vanderbilt University Hospital, The Monroe Carell Jr. Children’s Hospital at Vanderbilt, the Vanderbilt Psychiatric Hospital and the Vanderbilt Stallworth Rehabilitation Hospital. These hospitals experienced more than 61,000 inpatient admissions during fiscal year 2015. Vanderbilt’s adult and pediatric clinics treated nearly 2 million patients during this same period. Vanderbilt University Hospital and the Monroe Carell Jr. Children’s Hospital at Vanderbilt are recognized again this year by U.S. News & World Report’s Best Hospitals as among the nation’s best with 18 nationally ranked specialties. Vanderbilt University Medical Center is world renowned because of the innovation, work ethic and collegiality of its employees. From our health care advances to our compassionate care, Vanderbilt owes its accomplishments and reputation to staff and faculty who bring skill and drive and innovation to the medical center day after day. World-leading academic departments and comprehensive centers of excellence pursue scientific discoveries and transformational educational and clinical advances across the entire spectrum of health and disease.As t...he largest employer in middle Tennessee, we welcome those who are interested in ongoing development in a caring, culturally sensitive and professional atmosphere. Most of us spend so much of our lives at work, we want to be part of maintaining a workplace in which people support one another and encourage reaching for excellence. Many high-achieving employees stay at Vanderbilt because of the professional growth they experience and because of their appreciation of Vanderbilt’s benefits, public events and discussions, athletic opportunities, beautiful setting and, above all, sense of community and purpose.Vanderbilt and its employees share a set of mutual expectations that have been created with productivity, legality, fairness and safety always in mind. We believe that our investment in training and compensating employees multiplies in value when we enable individuals to deliver their best performance for the benefit of us all.