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 www.chesapeakeurology.com.

This position provides support to the Practice Relations team and outsource partners while working independently and with minimal supervision. Performs other diverse duties as requested or required under the general and direct supervision of the PAC Assistant Director.

Quality Assurance Specialist Responsibilities:

• Model and coach to the preferred way to handle patient calls for outsource partners as well as Patient Relations Specialists.
• Take escalated calls from outsource partner agents/supervisors and reply to patient complaints both verbally and in writing as needed.
• Perform duties of a Patient Relations Specialist including fielding patient calls.
• Conduct both live and recorded monitoring and evaluation outsourced agents for Quality Assurance and patient experience.
• Lead and support huddles with outsource partners for new and updated process delivery/training.
• Monitor and provide support through outsource partners live support chat.
• Conduct research and analysis of patient and operations complaints regarding outsource partners/PAC call handling and performance.
• Conduct random audits of patient messages/communications to the UUG office staff
• Model patient service, supporting staff by listening to front‐line team members, providing tips for call improvement.
• In conjunction with Assistant Director, ensure that outsource partners are updated on all site, practice and physician changes.
• Working with management to implement new ideas and policies for process improvement within the outsource partner partnership.
• Support the training and transition of outsource partners New Hires from training to their permanent teams

• Minimum High School Diploma or GED required.
• Minimum of 2-3 years of successful performance in a Health Care focused Inbound Call Center with experience coaching others and working independently.

• Proven history of meeting/exceeding service standards
• Ability to independently handle calls, using PAC Help Desk below the center average
• Detail Oriented
• Strong Time Management and Organizational Skills
• Demonstrated knowledge of urology disease states
• Ability to establish and maintain working relationships with peers and Management
• Ability to perform repetitive tasks while maintaining flexibility in a fast paced production environment.
• Ability to work with little supervision
• Two year college desired, or equivalent work experience
• Prefer minimum of six months as a Service Specialist II with good scorecard results