Patient Relations Coordinator

2 days ago

Owings Mills, Maryland, United States United Urology Group Full time
Job Title: Patient Relations Specialist

Are you passionate about delivering exceptional patient care and service? Do you have a knack for resolving complex issues and providing empathetic support? We're seeking a highly skilled Patient Relations Specialist to join our team at United Urology Group.

Job Summary:

The Patient Relations Specialist plays a vital role in ensuring our patients receive the best care and service possible. This role will handle incoming calls, address patient inquiries, resolve concerns, triage all clinical calls, and schedule all non-surgical office appointments in a professional and compassionate manner.

Key Responsibilities:
  • Inbound Call Handling: Efficiently manage a high volume of incoming calls from patients, families, and healthcare providers for all our sites.
  • Patient Support: Provide exceptional customer service by listening to patient concerns, answering questions, and addressing issues promptly and empathetically, ensuring a positive patient experience.
  • Problem-Solving: Triage clinical calls, ensure all appropriate questions are asked, and recommend an appropriate course of action. Quickly identify and resolve all inquiries, complaints, or issues.
  • Scheduling: Appropriately schedule patient appointments based on physician guidelines, patient symptoms, and appointment availability.
  • Information Retrieval: Maintain proficient knowledge of multiple site protocols and physician schedules/changes to ensure appropriate information is provided to patients across all national markets.
  • Adaptability: Adapt to changing situations and prioritize tasks effectively, especially during busy periods.
  • Performance Metrics: Meet and exceed daily, weekly, and monthly performance metrics, including quality, call volume, scheduling accuracy, and resolution times.
  • Documentation: Clearly and concisely document every patient request and pertinent information via appropriate documentation tools so that the practice can successfully respond to patient needs.
  • Compliance: Maintain adherence to regulatory requirements following confidentiality guidelines for current and former patients.
  • Collaboration: Coordinate work efforts with other team members to achieve an efficient workflow and time adherence within the office.
Requirements:
  • High School Diploma or GED required.
  • Minimum of 3 to 5 years of customer service experience.
  • Minimum of one year experience working in a healthcare or call center setting preferred.
  • Must be able to meet company technology requirements of a remote work environment.
  • Must have a dedicated, quiet, and distraction-free work environment.
What We Offer:

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.

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