Job Overview Under direction of Quality Performance Manager, this position will perform routine audits on inbound and outbound calls, score calls according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for Patient Access Services centered on advancing and elevating Patient Access customer service. Position will collaborate with learning lab team, project and program managers, and operational leadership to focus quality training and coaching activities to improve organizational performance. This position is responsible for independent review and analysis of a variety of quality and performance related data, providing expertise and recommendations at an individual, team, and department level, and recommending strategic goals and summary reports to drive improvements that align Patient Access Services to strategic organizational goals.
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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.
Core Competencies * Strong ability to autonomously organize, plan, and manage time to meet team and departmental needs. * Dynamic, independent learner results oriented. * Highly committed to superior customer service. * Exceptional listening and analytical skills. * System savvy, particularly with automated data collection and reporting. * Excellent verbal, written, professional communication skills. * Highly collaborative team player with strong sense of initiative.
Core Accountabilities * Performs routine and non-routine tasks with minimal guidance; manages and prioritizes requests to sustain team and departmental performance * Conducts independent research and analysis to solve problems, makes recommendations for program improvements, and guides decision-making * Independently reviews current research and benchmarking data to stay current on industry trends and applies learning to departmental priorities * Provides formal and informal guidance through coaching and training to support new hires, frontline staff, and operational leaders Primary Duties * Conducts random call quality audits within specified timelines and individually manages completion of the target number of call audits required per Access Specialist (agent). * Reviews and documents inbound/outbound calls utilizing departmental quality monitoring standards and guidelines in order to ensure that quality/adherence policies and procedures are being met. * Conducts routine monthly coaching for low performing agents to improve performance and drive engagement, participates in the monthly coaching program. Provides ad hoc coaching as requested. * Compiles and tracks data related to performance and coaching at department, team and individual levels. * Adjusts quality auditing and other performance management tools in a dynamic manner based on achievement of desired performance outcomes and the need to more closely monitor areas where performance is subpar to expectations. * Provides routine summary of results from audits including action plans to elevate performance. * Coordinates and facilitates calibration sessions to ensure operational leaders are aligned on quality standards and best practices. * Provides training to new hires on quality performance monitoring processes and customer service best practices, including routine check-ins, calibrations, and refresher sessions. * Participates in live call shadowing sessions to hear firsthand the needs and expectations of patients. * Leads and participates in process improvement sessions to advance the design of quality performance systems, training, tools, and processes. Provides data analytics to drive scope and success criteria of initiatives in alignment with organizational strategy. * Analyzes and prepares internal and external quality and coaching reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, Patient Access Services, and organizational initiatives. * Provide ad hoc data as requested that is presented in an actionable format. * Participates in service recovery and process improvement activities by investigating specific situation using call recording system, electronic medical record, and anecdotal evidence; proposes solutions and makes recommendations based on findings * Participates in enterprise-wide projects associated with elevating the quality of service to both our internal and external customers. * Utilizes speech analytics capabilities to monitor all inbound and outbound calls * Conducts routine QA/QC on speech analytics scoring reports * Sets-up new employees in the speech analytics system and calibrates their profile to ensure accuracy and system integrity
Technical Capabilities QUALITY MANAGEMENT (ADVANCED): Developing a systematic process of checking to see whether a process or service is meeting specific requirements. TIME MANAGEMENT (ADVANCED): Planning and exercising conscious control over the amount of time spent on specific activities. 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. ANALYTICAL SKILLS (INTERMEDIATE): The process of identifying, evaluating, interpreting and organizing data. It includes sorting through data to identify patterns and establish relationships for decision making. SYSTEM KNOWLEDGE (INTERMEDIATE): Knowledge of the operation and support of the system from the standpoint of computer operations, network operations, and/or technical support. COMMUNICATION (ADVANCED): Clearly, effectively and respectfully communicates to employees or customers.
Eligibility Requirements * Bachelor's degree or equivalent experience * 5+ years of customer service experience, preferably in a contact center environment * Intermediate computer applications experience, specifically related to report creation * Advanced knowledge of customer service process and techniques * Strong interpersonal skills, ability to earn trust and build relationships * Preferred: Prior training and coaching experience, business or customer service analytics, leadership experience in a frontline, customer service setting * Preferred: Experience using Calabrio software
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.