Support Services Specialist II

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 Support Service Specialist II is responsible for centralized functions within the Patient Access Center (PAC). These could include initiating and obtaining prescription prior authorizations, processing medical records requests, and responding to patient requests through the patient portal.

Additionally, to help decrease inbound wait times, this position may require supporting inbound call volumes. This includes triaging all clinical calls and scheduling all non-surgical office appointments to ensure that all phone requests are resolved in a timely manner.

This position is critical to ensuring patients' requests are handled promptly and efficiently.

Primary Duties & Responsibilities :

• Initiate and obtain prescription prior authorizations.
• Process Medical Records Requests, including patient, physician, workers' compensation, disability, and legal requests.
• Maintaining deceased filing records to ensure patient accounts are appropriately updated.
• Respond to patient portal messages, including prescription refill requests and appointment requests, providing the patient with a response within 24 hours.
• Answer and triage inbound calls.
• Maintain proficient knowledge of site protocols and physician schedules / changes to ensure appropriate information is provided to patients.
• Other duties as assigned, including portal entry for pre-registered patients, ordering supplies, equipment maintenance, patient / caregiver matching in EMR, etc.
• Maintain production goals identified for each assigned duty.
• Maintain accurate and complete patient records related to communication attempts.
• Contributes to a positive patient experience by providing clear and courteous communication.

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

Qualifications :

• High school diploma / GED required.
• Two to five (2-5) years professional experience required.
• Clinical training with the ability to read charts and make decisions.
• Strong Medical Terminology.
• Ability to maintain confidentiality of all current and former patients / charts as required by office policy and governing laws.
• Ability to coordinate work efforts to work with others in a manner that is productive and effective.

Knowledge, Competencies, & Skills :

• Current knowledge of acceptable and appropriate clinical practice, quality assurance, and patient management and care.
• Demonstrated ability to work independently and as an effective team member.
• Proven organizational skills and ability to prioritize effectively.
• Excellent customer service skills.
• Strong written and verbal communication skills.
• Proficient computer software and database skills.
• Ability to multi-task, effectively problem-solve, and work in a fast-paced environment.
• Attention to detail, willingness to learn, and bring forth ideas to enhance positive patient care.
• Comfortable asking probing questions to patients.
• Must demonstrate a caring, compassionate, and patient attitude.
• Maintain & adhere to HIPAA compliance / regulations.
• 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.
• N / A.

Travel :

This position does not require any 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 20 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 skill level.

Benefits - A Best Place to Work

Competitive salary and benefits packages

In addition to competitive salaries, Chesapeake Urology offers :

• Competitive salary
• Health, dental, and vision insurance
• Health savings account
• Flexible spending account
• Dependent care flexible spending account
• Life insurance
• Voluntary short-term and long-term disability
• Tuition reimbursement
• 401K plan with an employer contribution
• Profit-sharing
• PTO accrual
• Corporate discounts
• Paid holiday
• Most positions fall under our normal business hours, Monday to Friday, so your weekends are free!

More specific information on our salary and benefits is available during your employment interview.