JOB SUMMARY: Supervises the team in the delivery of quality service for patient access. Manages daily operations supervision, workload distribution and prioritization of tasks. Responsible for direct, front-line communication with staff to receive and provide direct feedback regarding quality and productivity.
Manages overall coaching and mentoring program to ensure staff are effectively supported.
Drives key staffing decisions associated with development, engagement, and performance accountability plans.
Serves as an escalation point to handle escalated calls and issues.
Ensures quality standards are met using available tools and resources.
Provides input on budget issues, staffing, cost containment strategies and capital needs.
The responsibilities listed are a general overview of the position and additional duties may be assigned.
CALL CENTER TELEPHONE ETIQUETTE (INTERMEDIATE): - 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.
LEADERSHIP (NOVICE): - Formulates a vision while motivating & guiding employees promoting engagement. Leaders state precise goals, ensures the commitment of individuals to those goals, defines the methods of measurement, and provides the incentive to accomplish measureable outcomes.
OPERATIONS PLANNING (NOVICE): - Anticipates resource needs to meet objectives and implements appropriate processes.
PEOPLE MANAGEMENT (NOVICE): - Interacting, communicating, building relationships and developing employees.
COMPLIANCE (NOVICE): - Understanding the rules, regulations, sanctions and other statutory requirements, guidelines and instructions relating to governing bodies and organizations, both internally and externally.
BUSINESS RESULTS (FUNDAMENTAL AWARENESS): - Ability to achieve business results while focusing on quality, customer satisfaction, and stewardship.
QUALITY MANAGEMENT (NOVICE): - Developing a systematic process of checking to see whether a process or service is meeting specific requirements.
Organizational Impact: Plans and sets day to day objectives for the team that have a direct effect on the results of the department or area that the job is in.
Problem Solving/ Complexity of work: Resolves technical and operational problems within provided guidelines.
Breadth of Knowledge: Applies advanced subject matter knowledge within a specific technical area and basic management knowledge to support the team.
Team Interaction: Leads/supervises a unit within a department or a small department. Typically without budget or hire/fire authority. Role is typically a 'working' supervisor.
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.