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.

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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.

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Core Accountabilities:

• Organizational Impact: Performs non-routine tasks that significantly impact team's performance with minimal guidance. * Problem Solving/ Complexity of work: Conducts research and analysis to solve some non-routine problems.* Breadth of Knowledge: Applies broad job knowledge and has basic job skills in other areas.* Team Interaction: Provides informal guidance and support to less experienced team members.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Continuously improves own skills by identifying development opportunities.- Builds and Maintains Relationships: Seeks to understand colleagues' priorities, working styles and develops relationships across areas. - Communicates Effectively: Openly shares information with others and communicates in a clear and courteous manner. Delivering Excellent Services: - Serves Others with Compassion: Invests time to understand the problems, needs of others and how to provide excellent service. - Solves Complex Problems: Seeks to understand issues, solves routine problems, and raises proper concerns in a timely manner. - Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support. Ensuring High Quality: - Performs Excellent Work: Checks work quality before delivery and asks relevant questions to meet quality standards.- Ensures Continuous Improvement: Shows eagerness to learn new knowledge, technologies, tools or systems and displays willingness to go above and beyond.- Fulfills Safety and Regulatory Requirements: Demonstrates basic knowledge of conditions that affect safety and reports unsafe conditions to the appropriate person or department. Managing Resources Effectively: - Demonstrates Accountability: Takes responsibility for completing assigned activities and thinks beyond standard approaches to provide high-quality work/service. - Stewards Organizational Resources: Displays understanding of how personal actions will impact departmental resources. - Makes Data Driven Decisions: Uses accurate information and good decision making to consistently achieve results on time and without error. Fostering Innovation: - Generates New Ideas: Willingly proposes/accepts ideas or initiatives that will impact day-to-day operations by offering suggestions to enhance them. - Applies Technology: Absorbs new technology quickly; understands when to utilize the appropriate tools and procedures to ensure proper course of action. - Adapts to Change: Embraces changes by keeping an open mind to changing plans and incorporates change instructions into own area of work.

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