Description
The Laboratory Contact Center Associate II is responsible for the management of clinical laboratory telephone calls in an office setting. An Associate II 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. A Contact Center Associate I uses a "customer service" attitude to enhance patient care by providing clear, accurate, timely and professional assistance to callers. The Associate I uses various software and issue tracking tools to provide information and follow issues until they are resolved. This position reports to the Team Leader of the VUMC Diagnostic Laboratories Contact Center.
Position Qualifications
Required:
- MLS or MLT Equivalent Certification and Medical Technologist or Technician Licensure in the state of Tennessee. Allowed 120 days to obtain State of Tennessee license. Considered 'in training' prior to license approval
- Strong customer service capabilities; including the ability to triage and resolve highly technical inquiries across multiple diagnostic laboratories from clinicians, reference laboratories, pathologists, family members, patients, and additional internal and external customers. Ability to learn and retain complex information. Basic MS office and typing skills
Preferred:
- Previous Call Center experience in a healthcare related industry
- Previous bench work across multiple diagnostic laboratories
Position Shift:
Department/Unit Summary:
Vanderbilt University Medical Center (VUMC) has been rated the #1 Hospital in Nashville and the state of Tennessee by the US News & World Report. VUMC's Diagnostic Laboratories - consisting of Laboratory Client Services (LCS), Clinical Pathology Services (CPS), Diagnostic Molecular & Genetics Services (DMGS), and Anatomic Pathology Services (APS) - have state-of-the-art automation and exceptional employees to meet the demands of accurately and timely performance of tests, while providing our patients and their families with enhanced and exceptional care. VUMC is rated in the Top 100 Most Wired Hospitals with advanced LIS systems and technologies.
Vanderbilt's Diagnostic Laboratories support adult and pediatric care for inpatient and outpatient settings. Our fast-paced, team oriented culture gives you the opportunity to contribute to breakthroughs with healthcare advancements. We support your career growth with a comprehensive medical laboratory science program and an established Professional Advancement Ladder (PAL).
Click Here To View The VUMC Promise of Discovery
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 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. It is a place 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.
VUMC Recent Accomplishments
Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:
- US News & World Report: #1 Hospital in Tennessee, #1 Health Care Provider in Nashville, #1 Audiology ( Bill Wilkerson Center ), 9 adult and 9 pediatric clinical specialties ranked among the nation's best, #15 Education and Training
- Truven Health Analytics: among the top 100 hospitals in the US
- Becker's Hospital Review: one of the "100 Greatest Hospitals in America"
- The Leapfrog Group: grade "A" in Hospital Safety Score
- National Institutes of Health: among the top 10 grant awardees for medical research in the US
- American Association for the Advancement of Science: 12 faculty members elected fellows in 2014
- Magnet Recognition Program: Vanderbilt nurses are the only group honored in Middle Tennessee
- Nashville Business Journal: Middle Tennessee's healthiest employer
- American Hospital Association: among the 100 "Most Wired" medical systems in the US
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