Outpatient Urology RN(Triage/Call Center)

Summary The RN Triage Call Center Position is responsible for providing exceptional customer service and support to our patients. This role will act as the first point of contact for callers, providing efficient customer relationship management. It involves managing patient inquiries and facilitating communication between patients and healthcare staff and providers. The role requires strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high stress environment. Principal Duties and Responsibilities Brown University Health employees are expected to successfully role model the organization’s values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another. Consistently applies the Brown Urology values of patient care with priority, dignity, collaboration, integrity, and quality in support of the Brown Urology mission to deliver compassionate, high quality patient care. Is responsible for knowing and acting in accordance with Brown Urology’s Code of Conduct and consistently practices Brown Urology’s Customer Service Standards. Receives and responds to a high volume of customer inquiries through phone, email, or other communication channels. Acts as a liaison between providers and patients, helping patients receive prompt, efficient resolutions to their clinical concerns. Works in consultation with Urology providers as needed. Provides accurate and relevant information to patients, including clinical results, as appropriate. Serves as the clinical triage expert, assisting patients with clinical questions and concerns when they call the office. Be familiar with all Urology subspecialties and Physician/APP Practice patterns to serve as a clinical expert when providing support and guidance. Maintains patient records and updates them accurately in the EMR system. Elicits and records patient information and inquiries following established protocols. Provides information about healthcare services, confirms insurance details, and routes calls to appropriate healthcare staff. Resolves customer complaints and concerns in a timely and professional manner. Collaborates with other team members, as appropriate, to address complex customer inquiries. Stays updated with product information, medical terminology and industry regulations. Advocates on behalf of callers to ensure their needs are met and promotes optimal patient experience. Performs all other duties as assigned within the scope of a call center representative. Performs other duties as assigned. Education RN Degree, BSN preferred. Urology Certification preferred. Requirements RI RN License Current CPR Certification Experience: Minimum of two years professional nursing experience, urology experience preferred. Pay Range Not disclosed. EEO Statement Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment. Location 195 Collyer Street - N/A, Providence, Rhode Island 02903 Work Type M-F 8am - 5pm Work Shift Day Daily Hours 8 hours Driving Required No #J-18808-Ljbffr