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Patient Care Coordination Specialist
2 months ago
Urology of Virginia (UVA) has a longstanding commitment to delivering comprehensive and high-quality healthcare services to the Hampton Roads area and parts of northeastern North Carolina. Our clinical team is composed of board-certified urologists, many of whom are fellowship-trained and recognized nationally for their contributions to the field. Our mission is to assist patients in achieving optimal urological health through a collaborative team approach.
Job Overview
We are looking for candidates with relevant clinical experience to fill this vital role. The primary responsibilities include managing the scheduling of non-surgical office visits, addressing incoming calls from existing patients and external contacts, and ensuring effective communication with various sites to resolve patient inquiries promptly. This position plays a crucial role in fostering a positive initial experience for our patients, reflecting our commitment to compassionate care.
Duties and Responsibilities:
- Effectively triage incoming calls by assessing patient needs to identify the appropriate site and healthcare provider.
- Utilize necessary documentation protocols based on the nature of the call, such as clinical inquiries, prescription requests, and appointment management.
- Gather and verify patient demographic information with precision during the registration process, ensuring timely distribution of appointment reminders and informational materials.
- Route incoming faxes to the correct recipients efficiently.
- Address requests from referring providers through various communication channels, managing inquiries and accommodating same-day appointment requests when feasible.
- Answer and screen incoming calls with professionalism, directing them according to established customer service protocols.
- Prioritize calls to ensure maximum satisfaction for all callers, maintaining a courteous and professional demeanor.
- Provide comprehensive service to minimize call transfers and redundant inquiries.
- Resolve complaints and inquiries by gathering relevant information and addressing concerns promptly.
- Coordinate scheduling changes, cancellations, and waitlist management with other team members.
- Process prescription refill requests in accordance with practice guidelines.
- Confirm patient appointments as necessary.
- Facilitate interpreter services when required.
- Stay informed about the practice's participation with medical insurance providers and their requirements.
- Exhibit professionalism in both verbal and non-verbal communication to ensure a positive experience for patients, colleagues, and visitors.
- Assist management in identifying training needs and provide guidance to less experienced team members.
- Notify relevant departments when new patients are scheduled.
Required Qualifications:
- Prior experience in a medical environment.
- Excellent oral and written communication skills for effective interaction with physicians, patients, and insurance representatives.
- Experience with Athena software is preferred.
We are committed to equal employment opportunities for all individuals, evaluating applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, military service history, genetic information, or any other status protected by law. This policy applies to all employment practices, including recruitment, assignments, promotions, transfers, disciplinary actions, compensation, and training program selection.
