Vanderbilt University Medical Center Looking for Contact Center Associate at Nashville, TN Full Time

Contact Center Associate

• 2205194

Job Summary:

$10,000.00 Signing Bonus and Relocation Stipend, Employee Referral Bonus Signing Incentives

The Contact Center Associate is responsible for the management of clinical laboratory telephone calls in an office setting with minimal guidance. The Contact Center Associate uses their clinical laboratory education, experience, and problem solving skills to assist callers. Caller issues include: ordering tests, obtaining results, add-on testing, specimen collection and incident reporting. The Contact Center Associate uses a “customer service” attitude to enhance patient care by providing clear, accurate, timely, and professional assistance to callers. The Contact Center Associate uses various software and issue tracking tools to provide information and follow issues until they are resolved. This position reports to the Team Leader of the VUMC Diagnostic Laboratories Contact Center.

Position Shift:

TVC, Lab Contact Center, Full-Time,2nd Shift, Sun-Thurs, 11pm-7:30am, every 4th weekend & holiday rotations

KEY RESPONSIBILITIES:

• Actively participates in activities and functions necessary for the optimal performance of the Laboratory Contact center.
• Demonstrates knowledge and proficiency with the Contact Center ACD phone system.
• Demonstrates knowledge and proficiency with the Contact Center software tools.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Department/Unit Summary:

Vanderbilt University Medical Center (VUMC) has been rated the #1 Hospital in Nashville and the state of Tennessee by the US News & World Report. VUMC’s Diagnostic Laboratories are undergoing an exciting time of change, including a planned expansion to a new state-of-the-art 110,000 sq ft laboratory. This, along with an established Professional Advancement Ladder (PAL), provides additional opportunities for growth within our system. VUMC is an academic medicine environment, providing team members frequent interaction with clinical teams and exposure to complex and novel infectious cases.

Discover Vanderbilt University Medical Center:

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: 6th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.

TECHNICAL CAPABILITIES:
CUSTOMER SERVICE – (NOVICE):– Demonstrates the ability to influence customers. Knows how to verify and clarify the needs and expectations of customers. Responds quickly and efficiently to customer service requests. Participates in and conducts meetings with customers. Keeps customers informed of status via standard reporting techniques. Meets the continuing service needs of a customer group, including requests for changes in work content. Responds to customers with an appropriate level of urgency, energy, persistence and tenacity.

MEDICAL TECHNOLOGY (FUNDAMENTAL AWARENESS):– Has limited experience, training, direct exposure, or past experience working with medical technology.

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 (S3):

• 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 (S3):

• 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 to supervisors in a timely manner.
• Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.

ENSURING HIGH QUALITY (S3):

• 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 (S3):

• 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 (S3):

• 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 change by keeping an open mind to changing plans and incorporates change instructions into own area of work.

Position Qualifications

Required:

License as a Medical Laboratory Technologist, generalist, Medical Laboratory Technician, or categorical, or

• Successful completion of CAHEA or NAACLS accredited medical laboratory science program or BS degree, or AS degree from an accredited institution with major in a biological, chemical, physical, or clinical laboratory science, or Equivalent education and experience per CLIA and the Tennessee Medical Laboratory Board (1200-067-01-.22) for personnel performing high complexity testing, and ASCP or AMT medical laboratory scientist generalist, medical laboratory technician, or categorical certification, or equivalent certification. Allowed 120 days to obtain State of Tennessee license. Considered ‘in training’ prior to license approval.
• Strong customer service capabilities; including the ability to triage and resolve highly technical inquiries across multiple diagnostic laboratories from clinicians, reference laboratories, pathologists, family members, patients, and additional internal and external customers. Ability to learn and retain complex information. Basic MS office and typing skills

Preferred:

• Previous Call Center experience in a healthcare related industry
• Previous bench work across multiple diagnostic laboratories

Physical Requirements/Strengths needed & Physical Demands:

• Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.

Movement

• Occasional: Walking: Moving about on foot.
• Occasional: Lifting over 35 lbs: Raising and lowering objects from one level to another, includes upward pulling over 35 lbs, with help of coworkers or assistive device
• Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.
• Occasional: Push/Pull: Exerting force to move objects away from or toward.
• Occasional: Balancing: Maintaining body equilibrium to prevent falling when walking, standing, crouching or maneuvering self, patient and equipment simultaneously while working in large and small spaces
• Occasional: Climbing: Ascending or descending stairs/ramps using feet and legs and/or hands and arms.
• Occasional: Kneeling:Bending legs at knees to come to rest on knee or knees.
• Occasional: Crouching/Squatting: Bending body downward and forward by bending legs and spine.Reaching above shoulders: Extending arms in any direction above shoulders.
• Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.
• Frequent: Sitting: Remaining in seated position
• Frequent: Standing: Remaining on one’s feet without moving.
• Frequent: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another
• Frequent: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles
• Frequent: Reaching below shoulders: Extending arms in any direction below shoulders.
• Frequent: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.
• Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.
• Frequent: Bimanual Dexterity: Requiring the use of both hands.

Sensory

• Continuous: Communication: Expressing or exchanging written/verbal/electronic information.
• Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information
• Continuous: 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.
• Continuous: Smell: Ability to detect and identify odors.

Environmental Conditions

• Frequent: Chemicals and Gasses: Medications, cleaning chemicals, oxygen, other medical gases used in work area.
• Frequent: Pathogens: Risk of exposure to bloodborne pathogens and other contagious illnesses.