Note: This position is 100% remote and operates in a virtual work environment. Interviews, Onboarding, and Training will be virtual. High speed internet required.
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, Associatate Access Specialist, Sr. Access Specialist and/or Lead Access Specilists. 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 funtions in a high-performing environment that drives continuious improvement and exceptional service delivery.
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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 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children's Hospital at Vanderbilt named as one of the Best Children's Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.
Healthcare's Most Wired: Among the nation's 100 "most-wired" hospitals and health systems for its efforts in innovative medical technology.
Becker's Hospital Review: named as one of the "100 Great Hospitals in America", in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.
The Leapfrog Group: One of only 10 children's hospitals in the to be named at Leapfrog Top Hospital.
American Association for the Advancement of Science: The School of Medicine has 112 elected fellows
Magnet Recognition Program: Received our third consecutive Magnet designations.
National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement
Human Rights Campaign Healthcare Equality Index: 6 th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.
Key Role Responsibilities
Provide leadership and daily oversight to a team of access center specialsts 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
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
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
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
Qualifications - External
Bachelor's Degree (or equivalent experience) and 4 years relevant experience
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.