TheCustomer Service Representative provides high-volume support for all sectors ofVanderbilt Medical Center & Vanderbilt University. This may include pagingservices, providing departmental on-call schedule information and directorylisting information, providing patient information, and answering generalinquiries and questions from patients and providers. Previous healthcare customer service supportexperience is highly preferred.
About Vanderbilt IT:
VanderbiltInformation Technology is a division of the university whose mission is toprovide world-class information technology to Vanderbilt University.
About Vanderbilt University:
Vanderbiltis a renowned private institution founded in 1873 and located in the heart ofNashville, Tennessee. The university's students, faculty, and frequently citeNashville and the surrounding area as one of the many perks of being a part ofVanderbilt community. Vanderbilt University is a place where your expertisewill be valued, your knowledge expanded, and your abilities challenged. It is aplace where your diversity is sought and celebrated. It is a place whereemployees know they are part of something bigger than themselves, takeexceptional pride in their work and never settle for what was good enoughyesterday. Vanderbilt was recently ranked #1 in the Princeton Review among 382top colleges and universities for ‘happiest students’ - as well as #2 for ‘bestquality of life’ and ‘great financial aid,’ #5 for ‘best run colleges’ and‘beautiful campus,’ and #6 for both being in a ‘college city that studentslove’ and having ‘great campus/city relations.’
Key Functions and Expected Performance:
Answers incoming calls for Vanderbilt University and Vanderbilt Medical Center's main phone line.
Directs calls to appropriate recipients and provides patient room and phone number information.
Answers, holds, pages, and connects calls for over 500 interns and resident doctors.
Provides Overhead Paging Services:
Provide overhead paging service for Hospital and Clinic for "life or death" emergency situations, including STAT calls, patient emergencies, red alerts, mass casualties and other disasters.
Provides non-emergency overhead paging for announcements approved by Hospital Administration.
Helps to maintain current beeper database for approximately 5000 key Medical Center personnel (physicians, house staff, and administrators).
Provide pager numbers and beeper services as requested.
Provides On-Call Services:
Helps to maintain current on-call information for 190 Medical Center services.
Provides on-call information to physicians, nursing staff, and emergency service.
Thisposition does not have supervisory responsibility
Experience and Education:
A high school diploma or GED is required
Minimum of 1-3 years of customer service experience is necessary
Experience in a call center is highly preferred
Proficient use of internet-based applications/software is necessary
Medical background or medical terminology knowledge is preferred
Must have excellent verbal and written communication skills.
Excellent multi-tasking skills (i.e. talking on the phone while typing, using more than one application during calls, etc.) is necessary
Excellent critical thinking is necessary
Excellent problem-solving abilities is necessary
Inaddition to offering a lively community that encourages learning andcelebrates diversity, VU offers a competitive, flexible benefits packageincluding health, dental, vision, life, accidental death & dismemberment,disability insurance, paid time off, and a 403(b) retirement planwith employer match. Vanderbilt offerstuition assistance to employees, spouses and dependentchildren. Also, after five years of service, Vanderbilt will pay up to 55% ofthe tuition for up to three dependent children to earn a bachelor'sdegree. Learn more about Vanderbilt's benefits at VU Benefits Overview
Key Characteristics of a Successful Team Member inthis Unit:
Acceptance of Feedback – Takesconstructive criticism with grace, and make improvements without taking itpersonally or holding grudges. When wrong, owns it – freely admits mistakes.
Adaptability–Reads cues and adapt accordingly.Adjusts the style and approach to accommodate the styles and needs of others.Can anticipate and effectively de-escalate potential conflicts.
Analytical & Detail-Oriented–Accuratelyassesses information and applies applicable law, policy, and procedure.Considers the long-term implications of actions today and advises employeesappropriately. Even small mistakes can create big issues; attention to detailwork indicates care about the outcomes.
Assumes Positive Intent – Assume thatothers are working and taking action with good intentions. They may not haveall the information yet and asking thoughtful questions and providinginformation is critical to mutual understanding and moving forward withsuccess.
Assumes the Best -- Assume that others areworking as hard as you are on things that are as important as what you areworking on. Just because you don't know what someone does, it doesn't meanthey're not doing anything.
Internal Number: 1801194
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.