Vanderbilt University Medical Center Quality Performance Analyst-Patient Access Services in Nashville, Tennessee

JOB SUMMARY:

Performs routine audits on inbound and outbound calls, scores calls according to a standard approach with minimal guidance. Assesses and aggregates data for opportunity and participates in design sessions for advancing and elevating customer service. Works closely with team and leadership to drive results on key areas of focus for improvement. Provides summary data to drive improvements to main areas of opportunity in alignment with the strategic plan.

KEY RESPONSIBILITIES:

  • Conducts random call quality audits within specified timelines and individually manages completion of the target number of call audits required.

  • Ensures quality standards and guidelines are met.

  • Analyzes and prepares internal and external quality reports.

  • Participates in process improvement sessions to advance the design of the quality performance systems, training, tools, and processes.

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

TECHNICAL CAPABILITIES:

QUALITY MANAGEMENT (NOVICE): - Developing a systematic process of checking to see whether a process or service is meeting specific requirements.

TIME MANAGEMENT (ADVANCED): - Planning and exercising conscious control over the amount of time spent on specific activities.

CUSTOMER SERVICE (NOVICE): - 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.

ANALYTICAL SKILLS (FUNDAMENTAL AWARENESS): - The process of identifying, evaluating, interpreting and organizing data. It includes sorting through data to identify patterns and establish relationships for decision making.

SYSTEM KNOWLEDGE (NOVICE): - Knowledge of the operation and support of the system from the standpoint of computer operations, network operations, and/or technical support.

COMMUNICATION (INTERMEDIATE): - Clearly, effectively and respectfully communicates to employees or customers.

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 (S3):

    • 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 (S3):

    • 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 to supervisors in a timely manner.
    • Offers Meaningful Advice and Support: Listens carefully to understand the issues and provides accurate information and support.

ENSURING HIGH QUALITY (S3):

    • 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 (S3):

    • 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 (S3):

    • 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 change by keeping an open mind to changing plans and incorporates change instructions into own area of work.

High School Diploma or GED (or equivalent experience) and 2 years experience

Licensure, Certification, and/or Registration (LCR):

Physical Requirements/Strengths needed & Physical Demands:

  • Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects.

Movement

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

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

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

  • Frequent: Sitting: Remaining in seated position

  • Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation.

Sensory

  • 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: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips.

Environmental Conditions

Job Administrative and Clerical Support

Organization: Service Quality 303232

Title: Quality Performance Analyst-Patient Access Services

Location: TN-Nashville-Green Hills Office Building

Requisition ID: 1805208