Job Overview: Supervisor - Access Center - Care Connections - Patient Access Services - Full Time (Remote)
Note: This position is 100% remote and operates in a virtual work environment. Interviews, Onboarding, and Training will be virtual. High speed internet required.
Job Summary: The Vanderbilt University Medical Center Patient Access Services (PAS) - Supervisor - Access role will operate within the Care Connections department. This role will be responsible for leading and overseeing a team 18 - 21 Access Specialists, Associate Access Specialist, Sr. Access Specialist and/or Lead Access Specialists. The primary focus of the role will be to coach, develop and engage staff in providing service excellence to existing and prospective patients. The Supervisor - Access will create a culture in which the team is engaged, motivated, and able to functions in a high-performing environment that drives continuous improvement and exceptional service delivery.
Key Role Responsibilities: * Provide leadership and daily oversight to a team of access center specialists who are responsible for scheduling patient appointments and responding to requests for information from patients and clinic partners * Participate in the execution of day-to-day contact center operations, which includes maintaining overall answer rate, adherence, handle time, service quality, and other key performance indicators * Serve as Level 2 support for escalated patient calls and document patient feedback accordingly * Monitor SLAs and maintain a high level of patient satisfaction. Deliver metric reports as needed to senior management * Put methods in place to monitor, track and document specialist performance and provide timely feedback * Partner with access center leadership to identify and implement process improvements to maximize quality, efficiency, staffing, cost containment strategies and capital needs; facilitate ongoing process improvements accordingly * Communicate VUMC strategies, clinic initiatives, system enhancements, performance, and other key information to the team; conduct regular team meetings and huddles
People Leadership * Develop and retain talent by applying the necessary training and leadership that will foster internal growth and advancement * Engage and encourage specialist in a way that promotes successful performance through ongoing mentoring and hands-on coaching; inspire and build team commitment * Ensure specialists understand and comply with access center objectives, protocols, and policies * Provide direction to staff to ensure duties and tasks are completed according to departmental performance standards
Core Accountabilities * Partner with Human Resources, Service Quality and Training, Access IT, and other departments consistently to ensure effective department operations and superior patient service; administer VUMC policies and practices * Recommend process/operational improvements to enhance efficiencies, reduce cost, and improve the overall quality of service * Encourage and promote goal achievement and service excellence to help VUMC grow and prosper * Meet with operations leadership and Customer Relationship Managers (CRM) to determine, understand, and implement protocols and procedural requirements * Participate in the implementation process by reviewing and sharing updated protocols with team members, including new clinics and enhanced service offerings * Assist in developing SOPs, metrics and processes for workflow improvements, risk assessment, and business process improvements * Conduct monthly call quality monitoring of team members, and participate in call calibrations with the Service Quality team * Investigate/resolve internal and external issues presented by providers and clinic staff; communicate results to the internal management for necessary closed loop activity * Maintain thorough knowledge of clinic protocols, HIPAA regulations, and healthcare industry changes * Assist department and specialist as needed to minimize errors that might result in patient dissatisfaction or monetary loss to VUMC * Assist with ACD calls in queue as needed * Serve as second level point of contact in the handling of escalated calls and issues deriving from access specialists or leads * Provide input on budget issues, staffing, cost containment strategies and capital needs * Participate in various aspects of interviewing and hiring as needed * Identify promotional opportunities, initiate transfers, conduct performance appraisals, staff training, and counseling; and when necessary, termination of employment * Perform additional duties and tasks as assigned
Basic Qualifications: * Bachelor's Degree in Business, Healthcare Management or related field required. * 4+ years customer service or related contact center experience; patient access environment preferred * 4 to 5 years of progressive people leadership in a contact center including supervisory or management experience in direct reporting capacity * Previous knowledge and experience with call center technology, including workforce management, quality monitoring and Cisco systems * Strong leadership and staff development skills, including training, coaching, and counseling * Excellent written and verbal communication skills * Intermediate to advanced knowledge of MS Office Suite with solid computer and technical skills; specifically, Microsoft Excel * Proven capability of seeking ways to improve and promote accuracy and enhanced quality * Work varying shifts, including early mornings/evenings and/or weekends to support frontline staff * Possess business acumen * Develop and present information to drive decisions and action * Preferred experience in both inbound and outbound call center management, knowledge in process improvement, and knowledge and experience in change management
Skills and Abilities * Develop and retain talent by applying the necessary training and leadership that will allow internal growth and advancement * Willingness to develop a strong understanding of VUMC's policies, protocols, and services * Ability to drive consistency and evaluate staff performance * Excellent problem solving, leadership and customer service skills * Exhibit skills associated with being detail oriented and analytical * Possess tact necessary to deal effectively with patients, providers and colleagues while maintaining confidentiality * Ability to remain calm and courteous under pressure * Function with a sense of urgency as needed to satisfy patient and clinic concerns * Demonstrated ability to maintain confidentiality using tact and diplomacy * Ability to work independently with limited supervision
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.