Are you interested in making a difference in patient care? Learn about our unique culture of respect, growth, innovation, the best patient care, and how we give back to the community.

At United Urology Group, our employees are at the heart of our mission and have incredible opportunities to impact our patients’ lives with their urologic care.

• We foster a culture that thrives on compassion, teamwork, integrity, and diversity, all of which start with our staff!
• We deliver a cohesive approach to urologic care that provides patients with access to experienced specialists, a superb team of healthcare professionals, and the most advanced technology for patient treatments and therapies.
• We offer competitive salaries, and a great work/life balance: enjoy your weekends!
• UUG offers outstanding benefits, including tuition reimbursement, health, dental, and vision insurance, corporate discounts, and much more!

United Urology Group is regarded as the leading urology network in the country. Our Urology Group Affiliates consist of Chesapeake Urology, Arizona Urology- Phoenix & Scottsdale, Arizona Urology – Tucson, Colorado Urology & Tennessee Urology.

We are seeking to hire Patient Relations Specialists for our inbound call center*. This is a fully remote position (M-F during the hours of 8am-7:30pm-start/end times will vary in that timeframe). This position comes with a quarterly performance bonus structure that could earn you extra $$$!

• Next training class will start on Monday, 4/24/23.

Position Summary:

The Patient Relations Specialist is responsible for triaging all clinical calls and scheduling all non-surgical office appointments to ensure that all phone requests are resolved in a timely manner. This role is critical to ensuring superior patient care as well as creating a positive first impression of the practice and showing patients a “we care” attitude, which has a significant impact on patient loyalty and their relationship with the practice, for both new and established patients.

Primary duties & responsibilities:

• Respond to incoming phone calls for all sites promptly and in an exceptional quality manner
• Triage clinical calls, ensuring all appropriate questions are asked and documented, recommending an appropriate course of action.
• Uncover the true need of the patient through branching questions.
• Appropriately schedule patient appointments based on physician guidelines, patient symptoms, and appointment availability.
• Clearly and concisely document every patient request and pertinent information via appropriate documentation tools so that practice can successfully respond to patient needs.
• Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals.
• Effectively manage patient interactions to meet and exceed performance standards for all Key Performance Indicators (KPIs), such as Quality and scheduling accuracy.
• Coordinate work efforts with other team members to achieve an efficient workflow and time adherence within the office.
• Maintain proficient knowledge of multiple site protocols and multiple physician schedules/changes to ensure appropriate information is provided to patients across national markets.
• Effectively communicate and coordinate work efforts with sites to a ensure superior patient experience.
• Maintain adherence to regulatory requirements following confidentiality guidelines for current/former patients
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Key Words: Administrative, medical, customer service, call center, non-profit, healthcare, patients

Qualifications:

• High School Diploma or GED required.

• Minimum of 3 – 5 years of customer service experience.

• Must be able to meet company technology requirements of a remote work environment.

• Must have a dedicated quiet work environment.

• Minimum of one year experience working in a healthcare or call center setting preferred