Job: Administrative and Clerical Support
Primary Location: TN-Nashville-Medical Center East (MCE) - South Tower
Organization: OTO Access Center 303830
Provides service to patients and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance. Schedules patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.
- High School Diploma or GED
- 1 year relevant experience
- Call Center experience
- Excellent Communication skills
- Phone etiquette
- Friendly and Personable
- Patience is a must
- 40 hour week
- 6 weeks of training
- Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
- Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
- Captures customer information and document using messaging system to clinic staff and/or providers.
- Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients' health problems according to their urgency, educating/advising patients and making safe, effective decisions.
- Provides information to customer regarding appointment location, process steps, parking, etc.
- The responsibilities listed are a general overview of the position and additional duties may be assigned.
The Vanderbilt Department of Otolaryngology cares for patients with ear, nose and throat and related disorders. U.S. News & World Report ranks Vanderbilt Otolaryngology among the top 20 programs in the nation for ear, nose and throat care. We are the number-1 adult hospital in Tennessee and metropolitan Nashville. We are national leaders in research and innovative treatments.
Our state-of-the-art clinical facility, the John S. Odess Otolaryngology & Head and Neck Surgery Clinic, offers the most advanced technology and techniques available. We also serve patients at the Vanderbilt Voice Center, the Asthma Sinus Allergy Program, Monroe Carell Jr. Children's Hospital at Vanderbilt and the Vanderbilt Bill Wilkerson Center at St. Thomas.
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. It is a place where your diversity — of culture, thinking, learning and leading — 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.
VUMC Recent Accomplishments
Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:
· US News & World Report: #1 Hospital in Tennessee, #1 Health Care Provider in Nashville, #1 Audiology (Bill Wilkerson Center), 12 adult and 10 pediatric clinical specialties ranked among the nation's best, #15 Education and Training
· Truven Health Analytics: among the top 50 cardiovascular hospitals in the U.S.
· Becker's Hospital Review: one of the "100 Greatest Hospitals in America"
· The Leapfrog Group: grade "A" in Hospital Safety Score
· National Institutes of Health: among the top 10 grant awardees for medical research in the US
· Magnet Recognition Program: Vanderbilt nurses are the only group honored in Tennessee
· Nashville Business Journal: Middle Tennessee's healthiest employer
· American Hospital Association: among the 100 "Most Wired" medical systems in the US
High School Diploma or GED (or equivalent experience) and 1 year relevant experience
Licensure, Certification, and/or Registration (LCR):
Additional Qualification Information:
- Successful completion of appropriate registration and scheduling system classes is required.
Physical Requirements/Strengths needed & Physical Demands:
- Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.
- Occasional: Standing: Remaining on one's feet without moving.
- Occasional: Walking: Moving about on foot.
- Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
- Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
- Occasional: Push/Pull: Exerting force to move objects away from or toward.
- Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
- Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
- Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.
- Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
- Occasional: Bimanual Dexterity: Requiring the use of both hands.
- Frequent: Sitting: Remaining in seated position
- Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
- Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
- Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
- Continuous: 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.
- Continuous: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.