Answering Service Specialist | After Hours

Description

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 Affiliates include Chesapeake Urology, Arizona Urology—Phoenix & Scottsdale, Arizona Urology—Tucson, Colorado Urology, and Tennessee Urology.

Position Summary:

The Answering Service Specialist | After-Hours is responsible for triaging all calls received once the office has closed.  This role is critical to ensuring superior patient care as well as ensuring that doctors are contacted only when necessary.  This role is critical in creating a positive impression for 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 after-hours for all sites promptly and in an exceptional quality manner.
• Respond to physician requests, assisting them during off-hours to ensure a superior patient experience.
• Triage calls, ensuring all appropriate questions are asked and documented, and recommend the appropriate course of action to reach the on-call physician, send them to the ER, or call the office the next business day. 
• Uncover the true needs of the caller through branching questions. 
• Clearly and concisely document every patient request and pertinent information via EMR so that practice can successfully respond to patient needs. 
• Maintain production requirements by productively handling off-phone work as assigned, wrapping up after-hours calls to return to off-phone work. 

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

Knowledge, Competencies & Skills:

• Strong analytical and critical thinking skills.
• Advanced knowledge of Medical Terminology.
• Knowledge of Urology preferred.
• Excellent customer service skills.
• Ability to work independently.
• Superior written and verbal communication skills.
• Proficient computer software and database skills.
• Strong attention to detail.
• Ability to quickly ascertain and implement new product/process information. 
• Ability to multi-task and work in a fast-paced, high-volume environment.
• Ability to type a minimum of 40 words per minute.

Tech Requirements for the Job:

• High-speed, reliable internet connection to ensure uninterrupted communication and access to necessary systems and tools.
• Quiet and private work environment to maintain the confidentiality of patient information and minimize background noise during calls.
• Proficiency in using remote collaboration tools, such as video conferencing software, instant messaging platforms, and customer relationship management systems.
• Compliance with all security and privacy policies and protocols, including safeguarding patient information and maintaining HIPAA compliance.

Direct Reports:                                   

• N/A.

Travel:

• This position does not require travel.

Physical Requirements for the Job:

• Regularly required to sit and stand for extended periods.
• Involves standing, sitting, walking, bending, stooping, and twisting.
• Requires full range of body motion, including manual and finger dexterity and eye-hand coordination.
• Occasionally lifts and carries items weighing up to 25 lbs.

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.

Actual compensation offered to candidates is based on work experience, education, and/or skill level.