Patient Call Center Specialist

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