Streamlined Customer Service

Patient calls are consolidated and answered in United Urology’s Patient Assistance Center (PAC). More than 100 specially-trained and experienced agents answer incoming calls every month, providing practices with a streamlined service to assist patients with scheduling and connecting with our affiliate offices around the country.

Benefits of a Dedicated Patient Assistance Center

The Patient Assistance Center provides many important benefits to United Urology’s affiliates, including:

Improved Patient Service

• Phones answered quickly, with no menu option.
• 80% of incoming calls handled without needing to connect the call to the physician’s office.
• Convenient open hours for patients.
• Centralized Rx prior authorization.
• All calls recorded to maintain quality.
• Automated waitlist process.

Improved Revenue Generation

• Physician schedules maximized across the practice.
• Estimated cost and payment arrangements made in advance with patients.

Risk Mitigation

• System-wide process for cancellations and follow-up appointments to mitigate risk.
• Medical records managed centrally to mitigate risk.
• Documentation trail for all clinical calls.

Reduced After-Hours Calls/Improved After-Hours Service

• After-hours in-house service.
• Minimize after-hours calls to physicians.