Patient Assistance Center

Streamlined Customer Service

Patient assistance center

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.