Outpatient Urology RN(Triage/Call Center)

SUMMARY:

The RN Triage Call Center Position is responsible for providing exceptional customer service and support to our patients. This role will act as the first point of contact for callers, providing efficient customer relationship management. It will involve managing patient inquiries, and facilitating communication between patients and healthcare staff, and providers. This role needs to demonstrate strong interpersonal skills, empathy, and the ability to work effectively and efficiently in a high-stress environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these guide our everyday actions with patients, customers and one another.

• Consistently applies the Brown Urology values of patient care with priority, dignity, collaboration, integrity, and quality in support of the Brown Urology mission to deliver compassionate, high-quality patient care. Responsible for knowing and acting in accordance with Brown Urology's Code of Conduct and consistently practices Brown Urology's Customer Service Standards.
• Receive and respond to a high volume of customer inquiries through phone, email, or other communication channels.
• Act as a liaison between providers and patients, helping patients receive prompt, efficient resolutions to their clinical concerns.
• Work in consultation with Urology providers as needed.
• Provide accurate and relevant information to patients including clinical results, as appropriate.
• This position will serve as the clinical triage expert, assisting patients with clinical questions and concerns when they call the office.
• Be familiar with all Urology subspecialties and Physician/ APP Practice patterns to serve as a clinical expert when providing
• Maintain patient records and update them accurately in the EMR system.
• Elicit and record patient information and inquiries following established protocols.
• Provide information about healthcare services, confirm insurance details and route calls to appropriate healthcare staff.
• Resolve customer complaints and concerns in a timely and professional manner.
• Collaborate with other team members, as appropriate, to address complex customer inquiries.
• Stay updated with product information, medical terminology and industry regulations.
• Advocate on behalf of callers to ensure their needs are met and promote optimal patient experience.
• All other job duties as assigned within the scope of a call center representative.
• Performs other duties as assigned.

EDUCATION:

• RN Degree, BSN preferred
• Urology Certification preferred

REQUIREMENTS:

• RI RN License
• Current CPR Certification

EXPERIENCE:

• Minimum of two years professional nursing experience, urology experience preferred.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Work Type:

Work Shift:

Daily Hours:

Driving Required: