Communications Specialist

Mission:

Virginia Urology will provide access to individualized, quality, and compassionate urological care from a highly specialized and diverse teams while maintaining a fulfilling work environment.

Overall Objective:

The Communications Specialist, CS, acts as the primary link between patients and the healthcare team. The CS will answer a high volume of incoming calls and text messages, schedule patient appointments for clinic office visits, register new patients by entering and verifying demographic as well as insurance information, direct calls and messages to physicians and staff throughout our practice. The ideal candidate will have a clear and professional speaking voice, answer calls with a smile, and enjoy communicating with and assisting our patients. 

Principal Activities and Expected End Results: 

• Patient Communication: Answer incoming calls and/or texts quickly, greet callers with empathy, and provide accurate information about office hours, locations, services and other general inquiries.
• Appointment Scheduling: Book, reschedule, and cancel patient visits accurately using the electronic medical record (EMR) system and other scheduling tools and platforms.
• Registration & Insurance: Verify and enter patient demographic details when scheduling appointments and creating charts in the electronic medical record system. Obtain and enter accurate insurance information when applicable.
• Call routing & Triage: Transcribe detailed messages to both clinical and non-clinical staff regarding clinical triage questions, procedure scheduling, and various other caller requests and follow established guidelines for routine and urgent message routing.
• Documentation: Regularly document detailed phone and/or text interactions inside the patient’s electronic chart with attention to spelling, punctuation and grammar. 
• Performs other duties as assigned.

Minimum Knowledge, Skills, Abilities and Experience: 

At least one year of call center customer service experience is required. Accurate typing, spelling, grammar and computer keyboarding skills are required to document, and route calls and messages in our electronic medical records system. Training in our computerized phone system will be provided. 

Desirable Knowledge, Skills, Abilities and Experience: 

• Familiarity with basic medical terminology.
• Familiarity with health insurance structures (HMO, PPO, Medicare).
• Experience using EMR/HER software.
• Strong active listening skills and the ability to exercise patience with upset or sick callers.
• Strong verbal communication skills.

Prior work experience: 

Previous work experience as a Call Center Specialist, Customer Service Representative, or Medical Receptionist. 

Physical Requirements: 

Ability to remain in a stationary seated position for extended periods while performing computer and telephone-based work. Frequent use of hands and fingers for typing, data entry, and operation of standard office equipment. Ability to communicate effectively and accurately via telephone, video conferencing, email and other electronic communication platforms. Visual ability to sufficiently read and review information on computer screens and electronic documents for prolonged periods of time. Ability to occasionally lift, carry, or move office equipment or materials weighing up to 10-15 pounds. 

Other Information:

The Communications Specialist role requires excellent customer service skills, ability to answer a pre-determined number of calls per day as well as strong initiative and personal accountability. 

Full benefits package including competitive compensation, health insurance, PTO, retirement plan and personal development support.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace.

Compensation Range:  $15.48 - $20.70/hour, based on experience