Patient Relations Team Lead (Remote)

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 Team Lead will make sure customers receive the highest level of service and quality by assisting and supporting the inbound team & managers to provide the best customer service while ensuring that proper procedures are being followed and calls are being handled efficiently and documented appropriately. The Team lead will also look at data to find and report trends, such as error ratings, and suggest solutions to resolve problems.

Primary Duties & Responsibilities:

• Lead the team to meet and exceed expectations regarding customer service.
• Motivates and supports agents through feedback and communication.
• Measures KPIs like inbound calls, call waiting, and call abandonment.
• Improves quality of results by recommending changes.
• Provide backup support to the team and ensure department goals are met.
• Track and measure individual and team goals throughout the day and on a long-term basis.
• Act as Supervisor on Duty when both Inbound Team Managers and Supervisors are not present.
• Model and coach the preferred way to handle patient calls for Patient Relations Specialists.
• Take escalated calls from Patient Relations Specialists and reply to patient complaints both verbally and in writing as needed.
• Perform duties of a Patient Relations Specialist, including fielding patient calls.
• Monitor and evaluate associates for quality assurance.
• Support and conduct inbound quality calibration sessions.
• Provide motivational support to team members to maintain high morale and productivity.
• Model patient service by supporting staff through listening to front-line team members and providing tips for call improvement.
• Provide team support daily.
• In conjunction with the manager, ensure team members are updated on all sites, practice, and physician changes.
• Serve as a mentor for newly hired specialists in the PAC Inbound department.
• Work with management to implement new ideas and policies for process improvement within the company.
• Assist in onboarding new employees and support their transition to their new team.

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:

High school diploma or equivalent.
Minimum of 2-3 years of successful performance in a Health Care focused Inbound Call Center.
Experience with coaching, training, and motivating employees.

Knowledge, Competencies & Skills:

• Strong understanding of Medical Terminology and HIPAA.
• In-depth knowledge of Urology is preferred.
• Superior interpersonal and problem-solving skills, particularly as they relate to customer and employee relations.
• Ability to multi-task in a fast-paced, high-volume environment.
• Time management, organizational skills, and attention to detail.
• Tech-savvy with knowledge of relevant computer programs and telephone equipment.
• Ability to remain calm and respectful under pressure.
• Exceptional customer service.
• Strong verbal and written communication skills.
• Familiarity with quality assurance and data analysis software.
• Excellent negotiation and problem-solving skills.

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.

Travel:

• Must have the ability & willingness to travel to other sites as necessary within a geographic region.

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.

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/or skill level.