Patient Assistance Specialist - Text Support

Description

Company Overview

Urology of Virginia (UVA) has a long history of providing comprehensive and quality care to the entire Hampton Roads region, including northeastern North Carolina. Our clinical care team consists of board-certified urologists, most of whom are fellowship-trained, nationally recognized, awarded, and published. Working in a team-based environment, our mission is to help patients optimize their urological health.

Job Overview

We are seeking a professional and experienced Patient Assistance Specialist with strong working knowledge of administrative/clinical tasks as it relates to medical services.

Duties and Responsibilities

• Primary function is to review and respond to incoming text messages in a timely and efficient manner
• Evaluate the patient’s needs and if required, contact the appropriate provider for assistance with a response
• Function as liaison between patient and provider’s team to ensure answers are provided on a timely basis 
• Completes prescription refills as per practice protocol
• Work with patients on scheduling or rescheduling appointments
• Coordinates changes, postponements and cancellations with other schedulers so that waitlist may be managed in a timely manner
• Manage complaints and inquiries by obtaining and evaluating all relevant data. Resolve the patient’s concerns in a timely manner
• Promptly and courteously answers and screens incoming texts while providing comprehensive service in an effort to reduce call transfers, redundancy of questions and unnecessary call backs
• Project professionalism in all communication to ensure a positive experience for patients, providers, and co-workers
• Prioritize texts using courteous and professional attitude to ensure the highest satisfaction from all callers
• Use appropriate/required documentation (i.e., dot phrases) based on type of call being managed or placed. i.e., clinical issues, prescription refills, imaging, no show
• Stay abreast of the practice’s participation with medical healthcare insurances and their requirements
• Registers patients by gathering demographic information with the highest possible proficiency and verifies existing data. Upon registering the patient, mails appointment reminder, information packet, and various office
• Distributes incoming faxes to the appropriate recipients
• Completes incoming requests from referring providers via telephone calls, emails, in-baskets or faxes and manages their requests and/or inquiries. Accommodates requests for same day appointments as permitted
• Indicates the services of an interpreter when deemed necessary
• Assists department management in identifying needs for training and staff education. Offers guidance, assistance and direction to less experienced team members
• Sends notification to Chart Prep when a new patient is scheduled

Minimum Productivity Expectations:

• All texts received prior to 5pm must be responded to the same day

Requirements

Required License/Experience/Skills

• Credentialed as a Clinical Assistant or equivalent and successful completion of secondary education in medical assisting or other nursing related field of study
• Strong oral and written communication skills are required for interacting with physicians, patients, fellow employees, third party insurance company representatives

Preferred License/Experience/Skills

• Athena/EPIC experience 

Equal employment opportunity for all is a very important philosophy for our practice. We will evaluate all applicants and employees without regard to race, color, religion, national origin, sex, age, non-disqualifying disability, history of military service, genetic information, or any other status protected by law. This policy applies to all employment practices, including, but not limited to, recruitment, employment, assignments, promotions, reassignments or transfers, disciplinary matters, establishment of rates of pay or other compensation, and selection for training programs.