Patient Call Center Specialist

Job Description

Job Description

Description:

Company Overview

Urology of Virginia is dedicated to improving the lives of our patients through exceptional urological care and service. With a long history of serving Hampton Roads and northeastern North Carolina, our team of board-certified urologists and skilled healthcare professionals is committed to providing comprehensive, high-quality care in a compassionate and patient-focused environment.

Driven by our Core Values, we are committed to creating a culture of professionalism, teamwork, accountability, and excellence. Every team member contributes to exceptional patient experiences, strong teamwork, and high-quality care.

Job Overview

Skilled Patient Call Center Specialist to efficiently triage phone calls, register patients, handle requests, and maintain a professional and positive atmosphere. This role requires strong communication skills, prior medical experience, and the ability to meet call volume targets.

Duties and Responsibilities

• Employee Core Values:
• People First – Delivers exceptional customer service by putting patients first, approaching challenges with a problem-solving mindset, and consistently demonstrating professionalism, compassion, and respect for everyone
• Be Accountable – Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goals
• We Before Me – Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goals
• Pursue Excellence – Expects, projects, and demonstrates excellence through consistent attention to detail in everything they do
• Communicate Well – Consistently delivers clear, concise, and professional communication across all interactions

Primary:

• 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
• 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 while providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backs
• Prioritizes calls using courteous and professional attitude to ensure the highest satisfaction from all callers
• 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
• Maintain a skill set talk time of no less than 7 hours (minimizing out of queue times)
• Answer and complete a minimum of calls per day and remain active in the queue answering calls until the end of their shift
• Performs other duties as assigned by manager or director while maintaining a helpful attitude

Required License/Experience/Skills

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

Preferred License/Experience/Skills

• Athena experience

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.