Patient Advocate / Call Center Representative

Urology Associates, Nashville TN has an immediate need for (2) full-time Patient Advocates / Call Center Representatives.

This non-clinical role supports patients, customers and internal stakeholders using a variety of interaction channels. Creates and maintains a positive customer experience in a patient centric, fast pace, quality driven environment.

Key Responsibilities:

• Speaks with callers in a pleasant and professional phone voice; Communicates appropriately and clearly with department leadership, co-workers and patients.
• Performs all components of call processing for inbound and outbound contacts; Documents calls in applicable system in an accurate manner as stipulated by protocols.
• Enter and maintain accurate new and updated patient demographics into system.
• Communicates clearly and concisely both verbally and in writing; demonstrates proper spelling, grammar and punctuation.
• Multi-tasking (i.e. talking on the phone while typing, using more than one application during calls, dual monitors, etc.)
• Provides superior customer service to internal and external customers and patients.
• Easily adapts to changes in work environment or job assignment; Exhibits willingness to master new work routines and methods.
• Handle escalated customer/patient calls, which may include angry, emotional or uncooperative callers with problems that may be difficult to resolve.
• Ensures performance and quality standards are met.
• Supports the goals and policies of the Call Center.
• Elevates issues to Call Center Leadership as appropriate.
• Stays familiarized and up-to-date with medical insurance carriers and changes.
• Is receptive to constructive feedback and coaching; Exhibits the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
• Complies with attendance/punctuality policies.
• Maintains confidentiality and HIPAA compliance on all internal and external channels.
• Practices and adheres to "Employee Handbook".
• Must demonstrate good reasoning ability and be able to make decisions quickly.
• Ability to attend quarterly Saturday team meetings.

Qualifications:

• 1-year customer service experience required.
• Typing speed of 35 wpm +
• Must possess a High School Diploma or GED equivalent.
• Ability to pass drug and background checks required.
• Bilingual in Spanish is a plus.
• Schedule: Monday-Friday / 8a-5p