Senior Patient Service Specialist – Hendersonville Clinic

Patient Service Specialist

Independently provides service to patients before, during or post-appointment. Maintains proficiency in all aspects of PSS role. Facilitates efficient workflow, supports appropriate use of technology, and fosters effective communication. Navigates complex patients to include scheduling with multiple services or coordination with outside facilities and/or providers. May provide guidance to entry level staff members.

Key Responsibilities:

• Proficiently performs all Patient Service Specialist job responsibilities.
• Facilitates pre-authorization, precertification or predetermination of procedure and resolves related issues.
• Manages templates including utilization, wait list and quality audits.
• Monitors patient schedule and ensure optimization of resources and workflow.
• Maintains quality and engages in quality improvement efforts in operations impacting patients and staff.
• Participates in interview process for new PSSs.
• Assists with onboarding and training of new hires and manages and reviews onboarding checklist.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Technical Capabilities:

• Customer Service (Advanced): A continuing focus on the needs and requirements of customers, anticipating their needs, remaining sensitive to customers while performing services for them, responsive to customer needs.
• Patient Scheduling (Intermediate): The ability to coordinate and schedule patient appointments, and other office visits with various computer systems in the hospital or clinic.
• Patient Documentation (Intermediate): The ability to receive and record patient information.
• Medical Terminology & Documentation (Intermediate): The ability to comprehend medical terminology and documentation in an office, or surgical setting.
• Appointment & Procedural Scheduling (Intermediate): The ability to coordinate and schedule diagnostic testing and procedures within various computer systems in the hospital.

Core Accountabilities:

• Organizational Impact: Performs non-routine tasks that significantly impact team's performance with minimal guidance.
• Problem Solving/ Complexity of work: Conducts research and analysis to solve some non-routine problems.
• Breadth of Knowledge: Applies broad job knowledge and has basic job skills in other areas.
• Team Interaction: Provides informal guidance and support to less experienced team members.

Core Capabilities:

• Supporting Colleagues: Develops Self and Others: Continuously improves own skills by identifying development opportunities. Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas. Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner.
• Delivering Excellent Services: Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service. Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.
• Ensuring High Quality: Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards. Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond. Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department.
• Managing Resources Effectively: Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error.
• Fostering Innovation: Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications:

• Certifications: Patient Access Specialist Certification - Health Business Insights.
• Work Experience: Relevant Work Experience.
• Experience Level: 2 years.
• Education: High School Diploma or GED.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive.