Job DetailsJob Location AIU Corporate - Tucson, AZ Secondary Job Location(s) Tucson AZ - Tucson, AZ Position Type Full Time Education Level High School Travel Percentage Limited, if any Job Category Customer Service DescriptionAre 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 Affiliates include Chesapeake Urology, Arizona Urology-Phoenix & Scottsdale, Arizona Urology-Tucson, Colorado Urology, and Tennessee Urology. Position Summary: The Point of Contact (POC) Team Lead, PAC is a critical role responsible for supporting the daily operations of the Patient Assistance Center. This position serves as a key liaison between patients, physicians, and team members, ensuring seamless communication, superior service, and compliance with protocols. Under the general supervision of the Support Services Manager, the Team Lead provides hands-on support, drives team performance, and champions an exceptional patient experience. This role also monitors performance metrics and identifies trends to drive process improvement and service excellence. Primary Duties & Responsibilities:
- Serve as a professional, compassionate first point of contact for patients, creating a welcoming and caring experience.
- Accurately document patient messages in the EMR and ensure timely and appropriate physician follow-up.
- Communicate results, treatment plans, and status updates to patients at the direction of the physician.
- Assess patient needs confidently and ask appropriate follow-up questions to clarify symptoms or concerns.
- Demonstrate understanding of common post-procedure issues and medication side effects to support patient education.
- Schedule office visits, radiology appointments, and lab work as needed.
- Maintain regular communication with physicians to understand and support their preferences and workflow needs.
- E-scribe medications and order tests in alignment with physician guidance.
- Act as Supervisor on Duty in the absence of the Manager, ensuring continuity of operations.
- Monitor and report on team KPIs such as call volume, wait times, and abandonment rates.
- Lead the team in delivering high-quality service, fostering a culture of accountability and performance.
- Provide coaching, feedback, and motivation to team members to support continuous improvement.
- Conduct quality assurance evaluations and support employee development through training and onboarding.
- Communicate practice, provider, and procedural updates to the team in collaboration with the Manager.
- Partner with leadership to implement process enhancements and support organizational initiatives.
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. QualificationsQualifications:
- High School Diploma or GED required.
- Minimum of two (2) years of experience in a healthcare or medical office setting.
- Preferred: Prior experience as a Medical Assistant or in a Patient Assistance Center.
- Urology experience preferred but not essential.
Knowledge, Competencies & Skills:
- Strong knowledge of medical terminology and HIPAA compliance.
- Exceptional interpersonal and communication skills.
- Proven ability to multitask in a fast-paced, high-volume environment.
- Strong organizational skills with attention to detail.
- Proficiency with relevant computer systems and phone systems.
- Calm, respectful, and solution-oriented under pressure.
- Customer service mindset with a focus on patient care.
- Experience with data analysis, quality assurance, and performance metrics.
- Skilled in coaching, mentoring, and motivating team members.
Direct Reports:
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, stand, and walk throughout the workday.
- Involves standing, sitting, walking, bending, stooping, twisting, and listening.
- Requires full range of body motion, including manual and finger dexterity and eye-hand coordination.
- Occasionally lifts and carries items weighing up to 20 lbs.
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, 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. Applications for this position are accepted on an ongoing basis until the role is filled. There is no specific application deadline.