Patient Call Center Specialist

Urology of Virginia PLLC•Virginia Beach, VA

9d•Onsite

About The Position

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.

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 representatives

Nice To Haves

Athena experience

Responsibilities

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.