Patient Call Center Specialist

Company Overview

Urology of Virginia (UVA) has a long history of providing comprehensive and quality care to the entire Hampton Roads region, including northeastern North Carolina. Our clinical care team consists of board-certified urologists, most of whom are fellowship-trained, nationally recognized, awarded, and published. Working in a team-based environment, our mission is to help patients optimize their urological health.

Job Overview

We are seeking candidates with prior clinical experience, to join our team. This position will be responsible for scheduling all non-surgical office appointments, responding to incoming phone calls from established patients and other external callers, and communication with sites to ensure that patient phone call requests are resolved in a timely manner. This role is critical to creating a positive first impression for the practice and to show patients a "we care" attitude.

Duties and Responsibilities

• Primary function is to accurately triage all phone calls by evaluating their needs to determine appropriate site and provider of care, based on the conversation with the patient.
• Uses appropriate/required documentation (i.e. dot phrases) based on type of call being handled or placed. i.e., Clinical issues, prescription refills, imaging, no show.
• Registers patients by gathering demographic information with the highest possible proficiency and verifies existing data. Upon registering the patient, mails appointment reminder, information packet, and various office.
• Distributes incoming faxes to the appropriate recipients.
• Completes incoming requests from referring providers via telephone calls, emails, in-baskets or faxes and manages their requests and/or inquiries. Accommodates requests for same day appointments as permitted.
• Promptly and courteously answers and screens incoming calls and routes them appropriately according to established customer service guidelines.
• Prioritizes calls using courteous and professional attitude to ensure the highest satisfaction from all callers.
• While providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backs.
• Handles complaints and inquiries by obtaining and evaluating all relevant data. Resolves the caller’s concerns in a timely fashion.
• Coordinates changes, postponements and cancellations with other schedulers so that waitlist may be managed in a timely manner.
• Completes prescription refills as per practice protocol.
• Verifies and/or confirms appointments for patients are needed-PCR.
• Indicates the services of an interpreter when deemed necessary.
• Stays abreast of the practice’s participation with medical healthcare insurances and their requirements.
• Projects an image of professionalism in both verbal and non-verbal communication to ensure a positive experience for patients, providers, visitors and colleagues.
• Assists department management in identifying needs for training and staff education. Offers guidance, assistance and direction to less experienced team members.
• Sends notification to Chart Prep when a new patient is scheduled.

• Previous experience in medical setting
• Strong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representatives
• Athena experience preferred