Call Center Representative

About the role

The University of Rochester is defined by a deep commitment to Meliora – Ever Better, with shared values including equity, leadership, integrity, openness, respect, and accountability. The role is part of a community dedicated to setting the highest standards for how we treat each other to ensure a welcoming and thriving environment for all.

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 on behalf of associated physicians and medical providers.
• Collects, assesses, submits, processes, and updates sensitive and confidential information in accordance with multiple workflow protocols.
• Resolves patient access issues within limits and works with confidential information from various business systems.
• Answers a 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, addresses patient/customer complaints, and provides basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Makes independent decisions during calls to transfer, refer, or resolve emergent situations, assessing urgency and determining appropriate action or referral source.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answers patient calls using expert knowledge to respond to individual needs while adhering to specific protocols for University Medical Center departments and affiliate organizations.
• Determines when situations warrant contacting administrators, on-call physicians, security, or public relations.
• Researches, resolves, and documents non-routine paging issues that have impacted or delayed patient care.
• Performs disaster protocols as required and resolves inquiries efficiently, escalating appropriately to ensure all calls are resolved and documented.
• Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities.
• Independently initiates outbound communications following prescribed protocols to achieve and maintain optimal patient access targets and organizational goals, including making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
• Monitors appointment schedules, systems, and resources, providing feedback and recommendations to achieve efficiency, reduce cost, and reduce waste.
• Alerts leads and supervisors to problems with systems, equipment, workstations, and resources in a timely manner to ensure the highest quality and quantity of service.
• Responds to inquiries and provides information for patients, physicians, vendors, and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons, or programs based on general knowledge of UR Medicine branding standards and entity protocol.
• Keeps abreast of regulations and compliance requirements and applies best practices to avoid issues downstream related to scheduling, initial registration, and billing.
• Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.
• Performs other duties as assigned.

Minimum Education & Experience

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