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Role Description

The Answering Service Specialist | After-Hours 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 is critical in creating a positive impression for the practice and showing 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.

• Respond to incoming phone calls after-hours for all sites promptly and in an exceptional quality manner.
• Respond to physician requests, assisting them during off-hours to ensure a superior patient experience.
• Triage calls, ensuring all appropriate questions are asked and documented, and recommend the appropriate course of action to reach the on-call physician, send them to the ER, or call the office the next business day.
• Uncover the true needs of the 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 productively handling off-phone work as assigned, wrapping up after-hours calls to return to off-phone work.

Qualifications

• Minimum High School Diploma or GED required.
• Minimum of five (5) years customer service experience.
• Minimum of one (1) year experience working in a healthcare or call center setting.

Requirements

• Strong analytical and critical thinking skills.
• Advanced knowledge of Medical Terminology.
• Knowledge of Urology preferred.
• Excellent customer service skills.
• Ability to work independently.
• Superior written and verbal communication skills.
• Proficient computer software and database skills.
• Strong attention to detail.
• Ability to quickly ascertain and implement new product/process information.
• Ability to multi-task and work in a fast-paced, high-volume environment.
• 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.

Job Type

• Part-Time, Remote

Shift Times

• 9:00 PM EST - 3:00 AM EST (Monday)
• 7:00 PM EST - 3:00 AM EST (Tuesday)
• 4:30 PM EST - 8:30 PM EST (Friday)
• 12:00 PM EST - 7:00 PM EST (Saturday)
• 9:30 AM EST - 8:00 PM EST (Sunday)

Pay Range

$20.00 - $22.00 per hour. Actual compensation offered to candidates is based on work experience, education, skill level, and geographic location. Compensation may vary depending on the state or region in which the position is located, in accordance with applicable laws.

Equal Opportunity Employer

Our Practice is an equal opportunity employer. We do not discriminate on the basis of 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.