Patient Care & Triage 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

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.