Job Overview

This position will be responsible for providing leadership assistance across multidisciplinary teams and supporting immediate needs from the Referral Management Coordinators. Will validate details within patient level encounters as it relates to referrals and authorizations, collaborates with clinical resources for coordination and triaging to expedite timely patient needs, and provides the highest level of customer service to referring providers and patients. Takes a lead role in complex situations when there is a need to achieve results.

Reports directly to the Referral Management Supervisor and will communicate and coordinate needs associated with patient and provider escalations, process gaps, and employee needs. Provides real-time support and feedback for staff. Position is responsible for managing challenges with patient scheduling, workflow alignment, and completion of department specific work assignments.

Remote Capabilities

This position will serve in a complete remote setup and will operate within a virtual setting.

Key Competencies

• Critical Thinking - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions.
• Control - ability to coordinate needs associated with challenging and complex situations.
• Mentor - ability to build strong relationships and establish trust.
• Communicator - excellent verbal, written, professional communication skills.
• Coach-performs necessary training and coaching with staff in order to meet and/or exceed performance expectations

Primary Duties

• Serves as the first level of escalation associated with call issues, referring provider needs or concerns, and any other needs related to the coordination of patient care.
• Consistently delivers on expectations for care while setting a standard for others.
• Manages communication with clinical resources to facilitate timely patient scheduling.
• Creates RMC department specific training content and trains on workflows aligned to department functions
• Distributes and enforces organizational strategies, changes to workflows, and focus efforts
• Ensures referral and scheduling reports are run and actions are taken for resolution as needed.
• Generates performance reports, analyzes and interprets data and assists supervisor to manage staffing needs and performance coaching.
• Supports insurance eligibility delays and escalations with payors.
• Facilitates patient approval exceptions with identified decision makers
• Responsible for daily monitoring of the completion for all assigned workqueue and tasks associated with registration and authorization completion, pending scheduling requests, and follow up to referring providers
• Conducts ad hoc agent live call reviews to ensure process alignment and satisfaction expectations are met.
• Monitors volume of all entry points for referring provider requests, inclusive, but not limited to incoming calls, Vanderbilt Health Connect, Provider Connect App, and other referral platforms.
• Provides a healthy work environment to promote overall success of the team
• Communicates overall satisfaction from patients and referring providers and escalates barriers and/or concerns to a partnered support from RMC Supervisor and Operations Manager

Technical Capabilities

• CALL CENTER TELEPHONE ETIQUETTE (ADVANCED): - 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.
• 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 (ADVANCED): - The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
• PATIENT SATISFACTION (ADVANCED): - Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call. This position also has direct effect on ease of scheduling appointment and ease of getting clinic on the phone.

Eligibility Requirements

• 3+ years of customer service experience
• Computer proficiencies: intermediate to advanced knowledge of MS Word, Excel, PowerPoint, Visio

Physical Requirements/Strengths Needed & Physical Demands

Movement

• Occasional:
  • Standing: Remaining on one's feet without moving., Walking: Moving about on foot., Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another, Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device., Push/Pull: Exerting force to move objects away from or toward., Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles, Reaching above shoulders: Extending arms in any direction above shoulders., Reaching below shoulders: Extending arms in any direction below shoulders., Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands., Bimanual Dexterity: Requiring the use of both hands.
• Frequent:
  • Sitting: Remaining in seated position, Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
• Sensory
  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information., Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information, 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., Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.
• *CA