Call Center Representative-2

About the Role

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location: 60 Corporate Woods, Brighton, New York, United States of America, 14623

Worker Subtype: Regular Part-time (20 hours/week)

Department: 500708 CVSL RCPG & Cardiac Rehab

Work Shift: UR - Day (United States of America)

Compensation Range: $19.72 - $26.62 per hour

Responsibilities

• Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to patients of the University of Rochester Medical Center and its affiliates.
• Collects, assesses, submits, processes, and updates sensitive and confidential information.
• Resolves patient access issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols.
• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces, following prescribed protocols and Standard Operating Procedures.
• Schedules patient appointments, resolves patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, and provides basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Assesses urgency of situations and determines appropriate action or referral source.
• Accurately and efficiently uses business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Determines when situations warrant contacting Administrators, on-call physicians, Security, or Public Relations.
• Researches, resolves, and documents non-routine paging issues impacting patient care.
• Performs disaster protocols as required.
• Anticipates, prioritizes, and maintains balance between inbound and outbound activity, as well as clerical/administrative tasks.
• Initiates outbound communications to achieve patient access targets, including managing appointments, wait/recall lists, and event updates.
• Monitors appointment schedules, systems, and resources, providing feedback to improve efficiency and reduce costs.
• Alerts leads and supervisors to problems with systems, equipment, or resources to ensure high-quality service.
• Responds to inquiries for patients, physicians, vendors, and customers of UR Medicine entities, adhering to branding standards and protocols.
• Keeps abreast of regulations, compliance requirements, and best practices.
• Attends meetings and training sessions to ensure adherence to communication protocols and organizational goals.

Qualifications

• High School diploma or equivalent and 1 year of customer service experience required.
• Or equivalent combination of education and experience.

Commitment to Diversity

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by law.