Patient Call Center Specialist

Patient Call Center SpecialistUrology 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.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 ResponsibilitiesEmployee 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 everyoneBe Accountable – Consistently reliable and hard-working, demonstrating strong accountability and deep commitment to achieving responsibilities and goalsWe Before Me – Collaborative team player who steps in to help first and actively encourages teamwork to achieve shared goalsPursue Excellence – Expects, projects, and demonstrates excellence through consistent attention to detail in everything they doCommunicate Well – Consistently delivers clear, concise, and professional communication across all interactionsPrimary: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 patientUses appropriate/required documentation (i.e. dot phrases) based on type of call being handled or placed. i.e., Clinical issues, prescription refills, imaging, no showRegisters 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 officeCompletes 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 permittedPromptly and courteously answers and screens incoming calls while providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backsPrioritizes calls using courteous and professional attitude to ensure the highest satisfaction from all callersHandles complaints and inquiries by obtaining and evaluating all relevant data. Resolves the caller's concerns in a timely fashionCoordinates changes, postponements and cancellations with other schedulers so that waitlist may be managed in a timely mannerCompletes prescription refills as per practice protocolVerifies and/or confirms appointments for patients are needed-PCRIndicates the services of an interpreter when deemed necessaryStays abreast of the practice's participation with medical healthcare insurances and their requirementsProjects an image of professionalism in both verbal and non-verbal communication to ensure a positive experience for patients, providers, visitors and colleaguesAssists department management in identifying needs for training and staff education. Offers guidance, assistance and direction to less experienced team membersMaintain 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 shiftPerforms other duties as assigned by manager or director while maintaining a helpful attitudeRequirementsPrevious experience in medical settingStrong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representativePreferred License/Experience/SkillsAthena experienceEqual 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.