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, providing patients 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 Affiliates consist of Chesapeake Urology, Arizona Urology—Phoenix & Scottsdale, Arizona Urology Tucson, Colorado Urology, and Tennessee Urology.
Position Summary:
The PAC Help Desk Specialist will work with the Inbound Specialist guiding active calls along with assisting Inbound with high call volumes as needed. They will also be responsible for taking Outbound calls for direct offices in scheduling patients for the cancer center along with basic appointments and taking calls from various hospitals to alert and provide doctors on a call with information necessary to assist patients in need.
Primary Duties & Responsibilities:
-
Take incoming calls from Inbound Specialists and provide accurate, professional, and timely support in an efficient & courteous manner.
-
Respond to Inbound Specialist inquiries received via web-based resources (Teams).
-
Comprehend and interpret documents that include instructions, short correspondence, memos, and updates/changes; ask clarifying questions to ensure understanding.
-
Provide scheduling support to sites in all divisions.
-
Manage daily hospital consults and communicate requests to the on-call providers. Escalate urgent requests as needed.
-
Research, respond, document, and follow up on issues regarding common escalations and quality complaints related to site escalations and second requests Keep a daily log to report individual completion of customer escalations/quality and help desk chat inquiries.
-
Perform duties of a Patient Relations Specialist during high call volumes as needed Participate in multi-disciplinary quality and service improvement teams to provide feedback based on the daily log.
-
Ensure the Quality Assurance and Process Improvement team is aware of any office change and/or misinformation listed on documentation to prevent delays in customer care.
-
Participate in quality calibrations and communications meetings to ensure the most current date procedures are understood and followed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
Qualifications:
-
High school diploma or GED.
-
Knowledge of medical terminology.
-
12-year(s) Call Center Experience.
-
12-year(s) Clerical experience in a health care setting preferred.
Travel:
-
No travel is required for this position
Knowledge, Competencies & Skills:
-
Excellent customer service skills.
-
Attention to detail and willingness to learn.
-
Proficient knowledge of urology and medical terminology.
-
Strong communication skills, both verbal & written.
-
Proficient computer software and database skills.
-
Comfortable working independently in a fast-paced team environment.
-
Very comfortable asking probing questions to patients.
-
Must demonstrate a caring, compassionate, and patient attitude.
-
Maintain HIPAA compliance.
-
Multitasking and proactive problem-solving.
-
Strong organization and time management skills.
-
Ability to type a minimum of 40 words per minute.
Physical Requirements for the Job:
-
Able to sit, stand and or walk throughout the day.
-
Intermittently required to stoop, bend, speak, and listen.
Equal Opportunity Employer: United Urology Group and its affiliate practices are an equal opportunity employer. We do not discriminate based on race, color, religion, age, sex, national origin, disability, veteran status, or sexual orientation.
The successful candidate(s) for any UUG position will be subject to a pre-employment background check.