Call Center Representative

Responsibilities

Provides communication support services including: general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers associated with the University.

Involves the collecting, assessing, submitting, processing and updating of 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.
• Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
• Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many 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 which have impacted or delayed patient care.
• 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 protocol and standard operating procedures in order to achieve and maintain optimal patient access targets and organizational goals/standards.
• This may include, but is not limited to making routine appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
• Maintains appointment schedules, systems, and resources.
• Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste.
• Alerts leads and supervisor to problems with systems, equipment, work stations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times.

Qualifications

Essential Functions:

• Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
• Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
• Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many 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 which have impacted or delayed patient care.
• 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 protocol and standard operating procedures in order to achieve and maintain optimal patient access targets and organizational goals/standards.
• This may include, but is not limited to making routine appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
• Maintains appointment schedules, systems, and resources.
• Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste.
• Alerts leads and supervisor to problems with systems, equipment, work stations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times.

Minimum Education & Experience:

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