Full-timeEstimated: $40,000 - $57,000 a year
- Customer service
- High school diploma or GED
Full Job Description
Chesapeake Urology is the largest urology practice in the Mid-Atlantic region, providing a comprehensive array of urologic services and treatment options to patients. As one of the most respected and progressive urology practices in the nation, we have over 100 providers throughout our 26 medical offices and 17 outpatient surgical centers. Working in a team environment focused on patient care, our mission is to ensure every patient receives a superior experience.
As one of the "Top 100 Best Places to Work in Health Care" and voted a “Best Place to Work” by multiple organizations, we maintain our exceptional patient care and culture by selecting the best people in our field, promoting a healthy and respectful environment, and serving the community through our outreach programs and events. We are proud that our people make us the best and it shows in the superb care we deliver to each and every patient. For more information, please visit our website at www.chesapeakeurology.com.
The After-Hours Specialist 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 creates a positive impression for the practice and to show 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. The hours are Monday-Friday from 4:30PM- 9PM and Sunday from 8:30-4:30PM.
After Hours Specialist Responsibilities:
Respond to incoming phones calls after-hours for all sites promptly and in an exceptional quality manner.
Respond to CUA physician requests, assisting them during off-hours to ensure a superior patient experience.
Triage calls, ensuring all appropriate questions asked and documented, recommending appropriate course of action to reach on-call physician, send to the ER or call the office next business day.
Uncover true need of 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 handling off-phone work as assigned in a productive manner, wrapping up after-hours calls to return to off-phone work.
Perform other office duties as assigned by manager.
Keywords: After Hours, Night, Late Shift
After Hours Specialist Requirements:
Minimum High School Diploma or GED required.
Minimum of five years customer service experience.
Minimum of one year experience working in a healthcare or call center setting.