Sr. Customer Relations Manager is responsible for partnering with PCCs and Care Connections to mitigate access barriers to enhance the patient experience. The Manager is responsible for delivering monthly access KPIs, bringing access-related provider and/or clinical concerns to Change Management, and attend PCC meetings, as applicable, to communicate scheduling challenges from Care Connections.
Patient Access Services (PAS) is committed to connecting our patients to the care they need to get well and stay well. We work in collaboration with our clinical teams to provide a seamless patient experience, from the first phone call to the day of the appointment and beyond. We continuously strive to elevate our services and reduce anxiety for patients and their families. Our commitment to our colleagues and our patients is what makes us #inspiredtoserve.
Full Time/Exempt Position
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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: 6th year in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.
Works across various specialties and fosters a culture of candor, trust, and respect to cultivate strong working relationships and engagement
Excellent verbal, written, and negotiation communication skills with a focus on solution-oriented approaches
Superior ability to manage change and align with strategic direction; highly process oriented
Strong leadership, organization, planning and time management skills
Highly skilled at planning, organizing and managing the activities of others
Solid ability to develop and motivate others
Daily and weekly monitoring of access KPIs for assigned PCCs to proactively identify negative trends
Alleviate negative trending by drilling down to the department and provider level data to identify root cause and discuss and implement recommendations with the Director of Change management, Referral Management, and
Care Connections, as applicable
Communicate negative trends, scheduling concerns, and recommendations to PCC leadership
Meet monthly with PCCs to report access KPIs including but not limited to: new patient volume and metrics, unfilled slots including held, private, and overbooks, unavailable slots including reason, schedule utilization, no-show and bump rates, call volume, abandonment rate, answer rate, and average speed of answer
Act as a liaison between Care Connections and the PCCs to form an access partnership and keep the lines of communication open
Weekly monitoring of scheduling requests for assigned PCCs to ensure they are being worked
Document access-related issues or concerns from the PCCs and bring them back to Change Management and Care Connections to address
Provide feedback to PCC regarding error reporting through OTIS including root cause and resolution
Assist with PTA reschedules, as needed, per the Assistant Director of Customer Relations and Director of Change Management
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.