Patient Relations Specialist

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 Urology Group Affiliates consist of Chesapeake Urology, Arizona Urology- Phoenix & Scottsdale, Arizona Urology – Tucson, Colorado Urology & Tennessee Urology.

Position 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. This position greatly impacts patient loyalty and their relationship with the practice for new and existing patients by assuring outstanding patient care, fostering a pleasant initial impression of the practice, and demonstrating to patients that we care.  This position requires working in a structured environment, finding answers quickly, adapting to changing situations, and meeting daily performance metrics.

Primary Duties & 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.
  • Uncover the true needs of the patient through branching questions.
• 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