Urology Associates, Nashville TN has an immediate need for (2) full-time Patient Advocates / Call Center Representatives.
This non-clinical role supports patients, customers and internal stakeholders using a variety of interaction channels. Creates and maintains a positive customer experience in a patient centric, fast pace, quality driven environment.
Key Responsibilities:
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Speaks with callers in a pleasant and professional phone voice; Communicates appropriately and clearly with department leadership, co-workers and patients.
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Performs all components of call processing for inbound and outbound contacts; Documents calls in applicable system in an accurate manner as stipulated by protocols.
- Enter and maintain accurate new and updated patient demographics into system.
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Communicates clearly and concisely both verbally and in writing; demonstrates proper spelling, grammar and punctuation.
- Multi-tasking (i.e. talking on the phone while typing, using more than one application during calls, dual monitors, etc.)
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Provides superior customer service to internal and external customers and patients.
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Easily adapts to changes in work environment or job assignment; Exhibits willingness to master new work routines and methods.
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Handle escalated customer/patient calls, which may include angry, emotional or uncooperative callers with problems that may be difficult to resolve.
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Ensures performance and quality standards are met.
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Supports the goals and policies of the Call Center.
- Elevates issues to Call Center Leadership as appropriate.
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Stays familiarized and up-to-date with medical insurance carriers and changes.
- Is receptive to constructive feedback and coaching; Exhibits the ability to be kind, compassionate, considerate, approachable, friendly, and open-minded.
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Complies with attendance/punctuality policies.
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Maintains confidentiality and HIPAA compliance on all internal and external channels.
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Practices and adheres to "Employee Handbook".
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Must demonstrate good reasoning ability and be able to make decisions quickly.
- Ability to attend quarterly Saturday team meetings.
Qualifications:
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1-year customer service experience required.
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Typing speed of 35 wpm +
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Must possess a High School Diploma or GED equivalent.
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Ability to pass drug and background checks required.
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Bilingual in Spanish is a plus.
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Schedule: Monday-Friday / 8a-5p
We are an Equal Opportunity Employer. To attract and retain the best fit for our organization, we offer a comprehensive benefits package that includes medical, dental, vision, 401(k), employer sponsored Employee Assistance Program, paid holiday time, sick and vacation accruals, and much more.
UA also offers a fantastic Benefits Package:
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Company Paid Holidays
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Vacation and Sick Time, Plus 2 Personal Days a Year
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Medical and Vision Insurance
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Dental Insurance
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Basic Life Insurance (Company Paid!)
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Optional Short-Term Disability
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Optional Additional Life Insurance for Employee and/or Family Members
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Health Savings Account options
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Profit Sharing (Company Paid!)
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Employer Match for Retiring Savings!
