[Hiring] Associate Access Specialist @Vanderbilt University Medical Center

Role Description

Provides service to patients and providers during inbound and outbound phone calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance. Schedules patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

The Access Operations Department is in need of Associate Access Specialists to join the team! This is a temporary position with a 90-day evaluation period. At 90 days permanent opportunities may become available based on performance.

Start date: October 5th, 2026

Shift: Monday-Friday / daytime business hours

Key Responsibilities

• Answers calls for multiple areas in efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
• Ensures accuracy in answering questions and assisting customer with requests to meet their needs.
• Captures customer information and document using messaging system to clinic staff and/or providers.
• Schedules appointments in electronic systems using guidelines for area/department including prioritizing patients' health problems according to their urgency, educating/advising patients and making safe, effective decisions.
• Provides information to customer regarding appointment location, process steps, parking, etc.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Technical Capabilities

• Patient Satisfaction (Fundamental Awareness): Participates in patient satisfaction related process improvement activities as well as providing high quality contact experience for the patient with every call.
• Customer Service (Fundamental Awareness): 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.
• Patient Scheduling (Fundamental Awareness): The ability to coordinate and schedule patient appointments, surgeries and other office visits with various computer systems in the hospital or clinic.
• Call Center Telephone Etiquette (Fundamental Awareness): Able to handle patient or provider calls and contribute positively to the call center working environment.

Core Accountabilities

• Organizational Impact: Performs clearly defined tasks and methods described in detail to achieve standardized solutions that impact own performance with regular guidance.
• Problem Solving/ Complexity of work: Follows a well established process to solve routine problems where solutions are clearly prescribed.
• Breadth of Knowledge: Has basic job knowledge of systems and procedures that are common to own job.
• Team Interaction: Individually contributes to the team.

Core Capabilities

• Delivering Excellent Services: Serves Others with Compassion; Solves Complex Problems; Offers Meaningful Advice and Support.
• Ensuring High Quality: Performs Excellent Work; Ensures Continuous Improvement; Fulfills Safety and Regulatory Requirements.
• Managing Resources Effectively: Demonstrates Accountability; Stewards Organizational Resources; Makes Data Driven Decisions.
• Fostering Innovation: Generates New Ideas; Applies Technology; Adapts to Change.

Qualifications

• 1 year of relevant work experience.
• High School Diploma or GED.

Benefits

• Comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Company Description

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.