Patient Assistance Center

Streamlined Customer Service

Patient calls are consolidated and answered in United Urology Group’s Patient Assistance Center (PAC). More than 150 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. Additionally, chat support is available for patients who prefer digital interactions.

Benefits of a Dedicated Patient Assistance Center

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

Improved Patient Service

• Phones and chats answered quickly.
• 80% of incoming calls handled without needing to connect the call to the physician’s office.
• Convenient open hours for patients.
• Regionalized support.
• Centralized Rx prior authorization.
• Call recording and screen capture for quality management.
• Automated waitlist process.
• Calls answered in English and Spanish.

Improved Revenue Generation and Risk Mitigation

• System-wide proactive outreach process for cancellations and follow-up appointments.
• Medical records managed centrally.
• Documentation of all interactions.

Reduced After-Hours Calls/Improved After-Hours Service

• After-hours in-house service.
• Minimize after-hours calls to physicians.
• HIPAA-compliant messaging platform.