Patient Call Center Specialist

Urology-of-Virginia-1; Virginia Beach (VA); On-site; USD 42,000 - 66,000; Full time

Job summary

Urology of Virginia is seeking a Skilled Patient Call Center Specialist to efficiently triage phone calls, register patients and handle requests in a professional environment. The role requires prior medical experience and strong communication skills to meet call volume targets and maintain high patient satisfaction.

Ideal candidates will be familiar with medical office workflows, able to document using dot phrases, and capable of coordinating with schedulers, providers, and staff.

Qualifications

• Previous experience in a medical setting.
• Strong oral and written communication skills for interacting with physicians, patients, fellow employees, and third party insurance representatives.
• Athena experience.

Responsibilities

• Triages all phone calls by evaluating needs to determine the appropriate site and provider of care.
• Registers patients by gathering demographic information and verifies data; mails appointment reminders and information packets.
• Completes requests from referring providers via telephone, email, in-baskets or faxes; accommodates same-day appointments when allowed.
• Answers and screens incoming calls promptly to reduce transfers and callbacks.
• Prioritizes calls with a courteous, professional attitude to ensure patient satisfaction.
• Handles complaints and inquiries by acquiring relevant data and resolving concerns promptly.
• Coordinates changes, postponements and cancellations with schedulers to manage waitlists.
• Completes prescription refills per practice protocol.
• Verifies appointments and confirms needs; indicates interpreter services when necessary.
• Stays updated on insurance participation and requirements.
• Maintains professionalism in communications with patients, providers, visitors and colleagues.
• Assists management in identifying training needs and supports staff development.
• Maintains call time targets (e.g., minimum 7 hours in queue) and active participation until shift end.
• Performs other duties as assigned by manager or director.

Skills

Strong communication skills

Prior medical experience

Athena experience

Job description

Description

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

Requirements

• Previous experience in medical setting
• Strong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representative

Preferred License/Experience/Skills

• Athena experience

Equal 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.