VIP Patient Service Specialist

About Vanderbilt University Medical Center

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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. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness 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.

VIP MS – Station Camp

The Patient Service Specialist is responsible for working directly with patients and their families to discuss any questions, complaints, comments, or suggestions. In addition, he/she advocates for patient in resolution of concerns and complaints.

• Greet patients and guests upon arrival. Scan the reception area periodically to ensure that each patient is checked in. If uncertain, verify patient’s status. Proactively communicate wait times or delays to patients at the time of check‑in. Provide updates to patients regarding revised wait times. Maintain an organized work area and professional appearance.
• Respond to each call with the standard greeting:
  Clinic name or other identifier;
  Your name; answer call within 3 rings. Place caller on hold with permission from caller and for appropriate time frames. Provide complete transfer assistance to all incoming calls when needed. Demonstrate phone service etiquette.
• Demonstrate on‑stage behavior in all settings viewed by patients or visitors. Demonstrate off‑stage behavior expected in all settings when representing VPA.
• Initiates message by correctly including the following information:
  Name;
  At least 2 of the correct identifiers (MR#, DOB, SS#);
  Reason for call or inquiry;
  Forwards messages to the appropriate recipient in a timely manner following clinical protocol. Respond to all messages using correct spelling, grammar, and commentary appropriate for medical record documentation.
• Demonstrate ability to identify and proactively assist a patient or visitor. Provide accurate and complete directional assistance independently or using appropriate resources. Schedule, pull, and prepare patient charts for same‑day visit.
• Organize and prepare patient records daily (pull patient charts and organize chart for visit);
  Ensure privacy by adhering to sign‑in standard format;
  Ensure accurate patient identification by comparing sign‑in data to 2 separate identifiers;
  Review “display notes” for Referral and Central Registration needs;
  Accurately determine which account to use for the visit. See Financial Screening Policy regarding payment responsibilities. Collect co‑payments. Provide receipt. Determine if referral is needed from insurance and is in place for the visit.
• Verify demographic & insurance information via open‑ended questions:
  Name‑Accuracy and Spelling SSN Address Phone‑Work and Home Employer Insurance Information Emergency Contact Information. If insurance has changed, update the registration.
• Scan insurance cards;
  Obtain card(s) from patient or guarantor and scan (if new or not in the chart), using designated device;
  Rank each card as primary, secondary, or tertiary.
• Imprint with correct patient data Release of Information/Assignment of Benefits Clinical Intake Screening or History Forms.
• Maintain orderly appearance of reception area;
  Ensure method for accountability of each patient check‑in;
  Proactively communicate with patients about delays;
  Manage reception area disruptions.
• File lab slips, X‑Ray reports, consult letters, and all other correspondence in patient charts;
  Respond accurately to Frequently Asked Questions.
• Collect self‑pay balances per clinic policy; verify whether patient’s account shows a credit balance prior to collecting any…