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

Join our fast-paced patient support team as a Patient Call Center Specialist, where you’ll be the vital first point of connection—guiding patients to the right care, coordinating appointments, and delivering exceptional service with every interaction. If you’re a strong communicator who thrives on problem-solving and making a positive impact, this role offers the chance to combine organization, compassion, and teamwork in a dynamic healthcare environment.

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.

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 representatives

Preferred License/Experience/Skills

• Athena experience