Communications Specialist

Virginia Urology; Richmond (VA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Health insurance

PTO

Retirement plan

Personal development support

Competitive compensation

Job summary

Virginia Urology is seeking a Communications Specialist to serve as the primary link between patients and the care team. You will handle a high volume of calls and texts, schedule clinic visits, and register new patients in the EMR with accurate demographic and insurance data.

The role requires clear, professional communication, empathy, and attention to detail. You will route calls, document interactions in the patient chart, and support clinicians and staff with timely information and

Qualifications

• Minimum 1 year of call center customer service experience.
• Typing, spelling, grammar and computer skills required to document and route calls in EMR.
• Experience using EMR/HER software is preferred.

Responsibilities

• Patient Communication: Answer incoming calls/texts quickly, greet callers with empathy, provide information about hours, locations, services.
• Appointment Scheduling: Book, reschedule, and cancel patient visits using the EMR system and scheduling tools.
• Registration & Insurance: Verify and enter patient demographic details and insurance information when scheduling appointments.
• Call routing & Triage: Transcribe detailed messages to clinical staff and route according to triage guidelines.
• Documentation: Record detailed phone/text interactions in the patient’s chart with accuracy.
• Performs other duties as assigned.

Skills

Call center experience

Active listening

Verbal communication

Medical terminology

Insurance knowledge

Patient communication

Tools

EMR/HER software

Job description

Mission

Virginia Urology will provide access to individualized, quality, and compassionate urological care from a highly specialized and diverse teams while maintaining a fulfilling work environment.

Overall Objective

The Communications Specialist, CS, acts as the primary link between patients and the healthcare team. The CS will answer a high volume of incoming calls and text messages, schedule patient appointments for clinic office visits, register new patients by entering and verifying demographic as well as insurance information, direct calls and messages to physicians and staff throughout our practice. The ideal candidate will have a clear and professional speaking voice, answer calls with a smile, and enjoy communicating with and assisting our patients.

Principal Activities And Expected End Results

• Patient Communication: Answer incoming calls and/or texts quickly, greet callers with empathy, and provide accurate information about office hours, locations, services and other general inquiries.


• Appointment Scheduling: Book, reschedule, and cancel patient visits accurately using the electronic medical record (EMR) system and other scheduling tools and platforms.


• Registration & Insurance: Verify and enter patient demographic details when scheduling appointments and creating charts in the electronic medical record system. Obtain and enter accurate insurance information when applicable.


• Call routing & Triage: Transcribe detailed messages to both clinical and non-clinical staff regarding clinical triage questions, procedure scheduling, and various other caller requests and follow established guidelines for routine and urgent message routing.


• Documentation: Regularly document detailed phone and/or text interactions inside the patient’s electronic chart with attention to spelling, punctuation and grammar.


• Performs other duties as assigned.

Requirements

At least one year of call center customer service experience is required. Accurate typing, spelling, grammar and computer keyboarding skills are required to document, and route calls and messages in our electronic medical records system. Training in our computerized phone system will be provided.

Desirable Knowledge, Skills, Abilities And Experience

• Familiarity with basic medical terminology.


• Familiarity with health insurance structures (HMO, PPO, Medicare).


• Experience using EMR/HER software.


• Strong active listening skills and the ability to exercise patience with upset or sick callers.


• Strong verbal communication skills.

Prior Work Experience

Previous work experience as a Call Center Specialist, Customer Service Representative, or Medical Receptionist.

Physical Requirements

Ability to remain in a stationary seated position for extended periods while performing computer and telephone-based work. Frequent use of hands and fingers for typing, data entry, and operation of standard office equipment. Ability to communicate effectively and accurately via telephone, video conferencing, email and other electronic communication platforms. Visual ability to sufficiently read and review information on computer screens and electronic documents for prolonged periods of time. Ability to occasionally lift, carry, or move office equipment or materials weighing up to 10-15 pounds.

Other Information

The Communications Specialist role requires excellent customer service skills, ability to answer a pre-determined number of calls per day as well as strong initiative and personal accountability.

Full benefits package including competitive compensation, health insurance, PTO, retirement plan and personal development support.

We are an Equal Opportunity Employer and are committed to a diverse and inclusive workplace.

Compensation Range: $15.48 - $20.70/hour, based on experience