Vanderbilt University Medical Center Customer Care Specialist in Nashville, Tennessee

This is a full-time role with Vanderbilt Health IT (VUMC) and offers challenge, collaborative team environment and a comprehensive benefits package. We are implementing Epic and this role will focus on working with clinical end-users to ensure that we successfully transition from our current systems to the Epic based platform.

A background in clinical operations, project management, or clinical background (RN or NP is ideal) as there will be significant interface with physicians and other clinicians. Ability to identify problem areas, document and work with the Epic team for resolution is paramount in this role.

Implements new systems and updates to current systems with occasional guidance. Partners on creating business requirements for new tools or enhancements in consideration of workflows and partners on quality assurance testing. Develops change management strategies and supports system orientation and clinician onboarding.

Key Functions andExpected Performances:

  1. Core Accountabilities

a. Organizational Impact:Executes job responsibilities with the understanding of how output wouldaffect and impact other areas related to own job area/team withoccasional guidance

b. Problem Solving/Complexity ofWork: Analyzes moderately complex problems using technical experience andjudgment

c. Breadth of Knowledge: Hasexpanded knowledge gained through experience within a professional area

d. Team Interaction: Providesinformal guidance and support to team members

  1. Key Responsibilities

a. Implements new systems orupdates

b. Leads quality assurancetesting

c. Creates business requirementsfor new systems or updates

d. Develops and implements changemanagement strategies

  1. Core Capabilities: SupportingColleagues

a. Develops Self and Others:Invests time, energy and enthusiasm in developing self/others to helpimprove performance and gain knowledge in new areas

b. Builds and MaintainsRelationships: Maintains regular contact with key colleagues andstakeholders using formal and informal opportunities to expand andstrengthen relationships

c. Communicates Effectively:Recognizes group interactions and modifies one's own communication styleto suit different situations and audiences

  1. Core Capabilities: DeliveringExcellent Services

a. Serves Others with Compassion:Seeks to understand current and future needs of relevant stakeholders andcustomizes services to better address them

b. Solves Complex Problems:Approaches problems from different angles; Identifies new possibilitiesto interpret opportunities and develop concrete solutions

c. Offers Meaningful Advice andSupport: Provides ongoing support and coaching in a constructive mannerto increase employees' effectiveness

  1. Core Capabilities: EnsuringHigh Quality

a. Performs excellent work:Engages regularly in formal and informal dialogue about quality; directlyaddresses quality issues promptly

b. Ensures continuous improvement:Applies various learning experiences by looking beyond symptoms touncover underlying causes of problems and identifies ways to resolve them

c. Fulfills safety and regulatoryrequirements: Understands all aspects of providing a safe environment andperforms routine safety checks to prevent safety hazards from occurring

  1. Core Capabilities: ManagingResources Effectively

a. Demonstrates Accountability:Demonstrates a sense of ownership, focusing on and driving criticalissues to closure

b. Stewards OrganizationalResources: Applies understanding of the departmental work to effectivelymanage resources for a department/area

c. Makes Data Driven Decisions:Demonstrates strong understanding of the information or data to identifyand elevate opportunities

  1. Core Capabilities: FosteringInnovation

a. Generates New Ideas:Proactively identifies new ideas/opportunities from multiple sources ormethods to improve processes beyond conventional approaches

b. Applies Technology:Demonstrates an enthusiasm for learning new technologies, tools, andprocedures to address short-term challenges

c. Adapts to Change: Viewsdifficult situations and/or problems as opportunities for improvement;actively embraces change instead of emphasizing negative elements

  1. Technical Capabilities

a. Product Knowledge: Understandsthe product in relation to other company products. Has general knowledgeof the competition for the product in the marketplace. Understands theproduct life cycle from development through sales and customer support.Can describe product features and benefits using key product terminology.

b. Problem Management: Possessessufficient fundamental proficiency to successfully demonstrate knowledgeof Incident Tracking and Problem Reporting in practical applications ofmoderate difficulty. Writes problem reports that contain all of thenecessary information for clear, non-antagonistic communication to thoseresponsible for fixing problems. Can effectively explain how to reproduceand analyze errors, as well as identify the type of error including coding,design issue and hardware. Makes simple suggestions for correction.

c. Configuration ManagementConcepts: Demonstrates the ability to apply changes or develop newfunctions related to this topic. Has an in-depth understanding of thedesign of the system. Has worked closely with knowledgeable users andcustomers in meeting their business needs. Critically evaluates thecustomer implications of technological changes. Able to interpretbusiness data as it applies to this topic.

d. Configuration Planning:Demonstrates ability to realistically anticipate resource needs, identifydiscrete tasks, set priorities, define dependencies, schedule activities,meet deadlines, and organize work for basic plans. Appropriately matchesequipment to task demands. Demonstrates ability to break down work intomanageable and measurable units. Accepts changes to plans with minimaldisruption and loss of productivity. Follows up to assure problems andissues are resolved, and monitors plan progress effectively.

e. Change Management: Capable ofachieving accurate results in the handling of challenging problems.Involved in establishing a structured methodology for responding tochanges in the environment or establishing coping mechanisms forresponding to changes in the workplace. Always displays a high degree ofprofessionalism in dealing with customers and management. Makes soundrecommendations in problem resolutions. Assists in testing and qualityassuring solutions.

Bachelor's Degree (or equivalent experience) and 2 years relevant experience

Physical Requirements/Strengths needed & Physical Demands:

  • Sedentary category requiring exertion up to 10 lbs. of force occasionally and uses negligible amounts of force to move objects. Sedentary work involves sitting most of the time.


  • Occasional: Standing: Remaining on one's feet without moving.

  • Occasional: Walking: Moving about on foot.

  • Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another

  • Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.

  • Occasional: Push/Pull: Exerting force to move objects away from or toward.

  • Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles

  • Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.

  • Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.

  • Frequent: Sitting: Remaining in seated position

  • Frequent: Reaching below shoulders: Extending arms in any direction below shoulders.

  • Frequent: Bimanual Dexterity: Requiring the use of both hands.


  • Continuous: Communication: Expressing or exchanging written/verbal/electronic information.

  • Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information

  • Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.

  • Continuous: Smell: Ability to detect and identify odors.

Environmental Conditions

Job Information Technology

Organization: HealthIT Customer Care 108834

Title: Customer Care Specialist

Location: TN-Nashville-3401 West End Ave

Requisition ID: 1803483