Supervisor, Access Operations

Discover Vanderbilt Health: With eight hospitals and over 180 clinics, we are the region’s largest comprehensive academic health system. Vanderbilt Health has a long tradition of providing world-class care to the people of the Mid-South, living out our mission of moving medicine forward through preeminent programs in patient care, education and research. Here you’ll find a spirit of collaboration and a supportive community where your expertise is valued, your knowledge expanded and your uniqueness celebrated. We are committed to fostering an environment where talented, compassionate people are united in bringing the most advanced care to our neighbors throughout the region.

Organization:

CHOC Pediatric Access Operations

Job Summary:

Supervises the team in the delivery of quality service for patients. Manages daily operations supervision, workload distribution and prioritization of tasks. Responsible for direct, front-line communication with staff to receive and provide direct feedback regarding quality and productivity.

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KEY RESPONSIBILITIES

• Manages overall coaching and mentoring program to ensure staff are effectively supported.
• Drives key staffing decisions associated with development, engagement, and performance accountability plans.
• Serves as an escalation point to handle escalated calls and issues.
• Ensures quality standards are met using available tools and resources.
• Provides input on budget issues, staffing, cost containment strategies and capital needs.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES

• Call Center Telephone Etiquette (Intermediate): Able to handle patient or provider calls and contribute positively to the call center working environment. Demonstrates good manners, decorum and appropriate protocols. Avoids and neutralizes conflicts and handles difficult callers in a positive and professional way.
• People Management (Novice): Interacting, communicating, building relationships and developing employees.
• Compliance (Novice): Understanding the rules, regulations, sanctions and other statutory requirements, guidelines and instructions relating to governing bodies and organizations, both internally and externally.
• Business Results (Fundamental Awareness): Ability to achieve business results while focusing on quality, customer satisfaction, and stewardship.
• Quality Management (Novice): Developing a systematic process of checking to see whether a process or service is meeting specific requirements.
• Operations Planning (Novice): Anticipates resource needs to meet objectives and implements appropriate processes.
• Leadership (Novice): Formulates a vision while motivating & guiding employees promoting engagement. Leaders state precise goals, ensures the commitment of individuals to those goals, defines the methods of measurement, and provides the incentive to accomplish measureable outcomes.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

* Organizational Impact: Plans and sets day-to-day objectives for the team that have a direct effect on the results of the department or area that the job is in. * Problem Solving/ Complexity of work: Resolves technical and operational problems within provided guideline. * Breadth of Knowledge: Applies advanced subject matter knowledge within a specific technical area and basic management knowledge to support the team. * Team Interaction: Leads/supervises a unit within a department or a small department. Typically without budget or hire/fire authority. Role is typically a 'working' supervisor.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences.Delivering Excellent Services: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness.Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

4 years

Education:

Bachelor's

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

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.