Support Services Specialist II

Chesapeake Urology Associates
Owings Mills, MD
Dec 01, 2021
Dec 03, 2021
Full Time
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 The Outbound Service Specialist II is responsible for multiple support services duties within the PAC. The Outbound Service Specialist II duties enhances the patient experience and supports CUA's values of excellence, respect and service with pride. This role is critical to maximizing physician time in the office, allowing the office staff to focus solely on the patients in the office/exam room, and ensuring that patients are receiving a superior experience before, during and after their visit. SUMMARY OF POSITION This position is responsible for centralized functions within the 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 in a prompt and efficient manner. TASKS (May include some or all) Initiate and obtain prescription prior authorizations achieving a targeted goal of 2.5 completed per hour. Process Medical Records Requests, including patient, physician, workers compensation, disability and legal requests, achieving targeted goals of 10 completed per hour. 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 achieving the goal of 10 calls per hour. Maintain proficient knowledge of 16+ site protocols and 50+ 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. General Demonstrates regard for the dignity and respect of all patients, family members, staff, visitors and office personnel, as defined in the office Policy and procedures manual. Respects and understands the patient's right to treatment and right to involvement in treatment decisions. Maintains confidentiality of all current and former patients/charts as required by practice policy and governing laws. Be expected to coordinate work efforts to effectively work with others in a manner which is productive. Represents the office in a manner which is consistent with practice established policy. In dealings with the hospital(s), physician offices and other health care professionals always represents the practice in a courteous and helpful manner. Maintains attendance and punctuality to ensure that the office is operated in an efficient and cost-effective manner. Keywords: support service, customer service, call center Skills/Education Strong Medical Terminology Proficient computer software and database knowledge and skills Great Customer Service skills Strong attention to detail Ability to multi-task in a fast-paced, production driven environment Ability to work independently Excellent written verbal and communication skills High school diploma/GED and 2-5years professional experience, urology background is a plus