FirstBank Jobs

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 diverse 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. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and 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.

Organization:

Customer Service

Job Summary:

Responsible for answering and managing both clinical and anatomical laboratory telephone calls under occasional guidance. Uses laboratory knowledge and education to provide timely, clear, an accurate assistance to callers. Uses various software and issue tracking tools to provide information and follow issues until they are resolved. Assumes a leadership and mentor role in the absence of a supervisor, supports management goals and assists other Associates when needed.

.

The Licensed Customer Service Associate (Medical Lab Scientist 2) is responsible for the management of clinical laboratory telephone calls in an office setting with minimal guidance. The Customer Service 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 Customer Service Associate uses a "customer service" attitude to enhance patient care by providing clear, accurate, timely, and professional assistance to callers. The Customer Service 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/Supervisor of the VUMC Diagnostic Laboratories Customer Service Department.

Position Hours

• 3rd Shift

Department Summary

Our new 110,000-square-foot diagnostic core laboratory supports the needs of Vanderbilt University Medical Center's inpatient hospitals, outpatient clinics, regional hospitals, and extramural practice customers. Located five miles north of the 21st Avenue Nashville campus, the laboratory has expanded capacity to bring more testing to Vanderbilt, deploy innovative technology, improve patient care, and enhance team collaboration. The laboratory offers an expanded test menu supporting routine and specialized testing and aims to become the preferred reference laboratory provider in the southeast region.

Sign-On Bonus Requirements

The sign-on bonus is not applicable to current VUMC staff or former staff who have worked for VUMC in the past twelve months. The sign-on bonus is only available for full-time position.

KEY RESPONSIBILITIES:

• Actively participates in activities and functions necessary for the optimal performance the Laboratory Customer Service.

• Demonstrates knowledge and proficiency with the Customer Service ACD phone system.

• Demonstrates knowledge and proficiency with the Customer Service software tools. Is able to

learn new processes as software is updated or added. Current Programs used include but are not limited to:

Microsoft Office, teams, excel, outlook as well as Epic, Cerner, OnBase scanning tools,

and Hyland printer, Adobe PDF or PDF software.

• The responsibilities listed are a general overview of the position and additional duties may be assigned.

Position Shift:

Vanderbilt Medical Laboratories. Located at the Metrocenter Campus in Nashville, Tennessee (TN) to work onsite.

3rd Shift 5 days a week, 8-hour shifts, rotating weekends (every 3rd weekend) and rotating holidays.

TN License required within 120 days of hire date.

AMT or ASCP MT or MLS Certification required for this position.

KEY RESPONSIBILITIES

• Actively participates in activities and functions necessary for the optimal performance of the Laboratory Customer Service Department.

• Demonstrates knowledge and proficiency with the Customer Service ACD phone system.

• Demonstrates knowledge and proficiency with the Customer Service software tool.

• The responsibilities listed are a general overview of the position and additional duties may be assigned.

TECHNICAL CAPABILITIES

• Medical Technology (Novice): Possesses sufficient fundamental proficiency to successfully demonstrate medical technology in practical applications of moderate difficulty.

• Customer Service (Intermediate): Keeps management informed on all aspects of one or more projects. Takes personal responsibility to ensure external and internal customer satisfaction is met despite pressures and/or significant obstacles. Discusses options with customer for alternative ways to meet expectations cost-effectively and efficiently. Commands respect and confidence from customers, and identifies, influences and creates business opportunities. Negotiates with customers for changes in service levels, understanding the business rationale for those changes. Deals with unexpected customer demands smoothly and without conflict.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.

Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

​

Core Accountabilities:

Organizational Impact: Executes job responsibilities with the understanding of how output would affect and impact other areas related to own job area/team with occasional guidance. Problem Solving/ Complexity of work: Analyzes moderately complex problems using technical experience and judgment. Breadth of Knowledge: Has expanded knowledge gained through experience within a professional area. Team Interaction: Provides informal guidance and support to team members.

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:

LIC-Medical Laboratory Act - Tennessee, Medical Laboratory Scientist - American Society for Clinical Pathology (ASCP)

Work Experience:

Relevant Work Experience

Experience Level :

3 years

Education:

Bachelor's

Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled