JOB SUMMARY: Provides direct customer service liaison and support to patients and families. Manages patient visits in a way that actively supports key relationships between executives and other Relationship Managers and the patient/family by facilitating scheduling of medical and administrative services, serving as host and personal guide to patients and families, and independently finding solutions for problems or special needs that may arise.
Coordinates the intake process of the defined patient population. May complete and document portions of the intake process, collaborating with other team members to ensure completion of all required information.
Supports patient access by serving as a liaison between the patient and Vanderbilt providers with challenging appointment needs
Develops and manages the processes related to pre-admission and post-discharge care transitions; establishes relationships with VUMC providers and contracted employer human resources to optimize care for defined Direct to Employer bundle patient population.
Transitions patients to appropriate level of care using protocols and decision trees
Assists in the dissemination of patient educational materials/information specific to the episode and the bundle experience
Demonstrates reflective practice by constantly evaluating patient navigation and supports the development of protocols.
Serves as primary customer service representative for defined Direct to Employer services for Vanderbilt Health providers; performs outreach and satisfaction calls when appropriate.
The responsibilities listed are a general overview of the position and additional duties may be assigned.
DOCUMENTATION & WRITING SKILLS (ADVANCED):
- Demonstrates the uppermost levels of expertise in applying patient relations documentation in challenging and complex situations. Often takes a lead role in highly pressurized situations when there is a need to achieve results. Consistently delivers documentation services in a creative and imaginative manner while setting a standard for others. Actively participates in outside professional organizations and forums. Contributes in the development of documentation best practices for the organization.
- Demonstrates excellence in listening and often requested by others to summarize and interpret what transpired at meetings and during conversations. Demonstrates reflective listening by using phrases such as Do I hear you saying....?? or It sounds like.... Perseveres until all key points are explained. Always gives speakers the feeling of comfort and interest, focusing intently on the subject. Formulates responses and draws conclusions only after speakers are finished.
CUSTOMER CONFLICT MANAGEMENT - (NOVICE):
- Shows flexibility and open-mindedness when priorities and goals change or when faced with conflicting points of view. Initiates actions and demonstrates leadership that address problems and different points of view. Escalates conflicts that cannot be resolved to a higher level. Accepts opposing views constructively and contributes to a positive work climate.
Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance.
Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment.
Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area.
Team Interaction: Provides informal guidance and support to team members.
Internal Number: 1909415
About Vanderbilt Health
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 th...e 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.
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