Call Center Representative II

Job Location: 10 Miracle Mile Dr, Rochester, New York, United States of America, 14623

Full-time, Regular position with a scheduled 40-hour work week during day shifts.

Compensation Range: $19.72 - $26.62 per hour. Individual salaries will be determined based on factors including market data, education, experience, qualifications, expertise, and internal equity considerations.

Responsibilities

• Provides communication support services, including general clerical, information, way-finding, technical support, provider/service referral, patient registration, and scheduling services for patients of the University of Rochester Medical Center and its affiliates.
• Collects, assesses, submits, processes, and updates sensitive and confidential information while resolving patient access issues within defined limits.
• Handles a large volume of inbound inquiries via phone, email, and other electronic interfaces, following prescribed protocols and Standard Operating Procedures to:
  • Schedule patient appointments.
  • Resolve patient issues and respond to inquiries.
  • Redirect billing inquiries and handle complaints.
  • Provide basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Makes independent decisions to act outside of protocol for emergent situations, assessing urgency and determining appropriate actions or referrals.
• Accurately and efficiently uses business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answers patient calls using expert knowledge while adhering to specific protocols for University Medical Center departments and affiliates.
• Determines when to contact Administrators, on-call physicians, Security, or Public Relations for escalated situations.
• Researches, resolves, and documents non-routine paging issues impacting or delaying patient care.
• Performs disaster protocols as required.
• Balances inbound and outbound communications, initiating outbound calls following prescribed protocols to achieve patient access targets and organizational goals (e.g., managing wait/recall lists, event cancellations, or updates).
• Monitors appointment schedules, systems, and resources, providing feedback and recommendations to improve efficiency, reduce costs, and minimize waste.
• Alerts leads and supervisors to problems with systems, equipment, or resources to maintain high-quality service.
• Responds to inquiries from patients, physicians, vendors, and customers using knowledge of UR Medicine branding standards and entity protocols.
• Stays updated on regulations, compliance requirements, and best practices to avoid downstream issues related to scheduling, registration, and billing.
• Attends meetings and training sessions to ensure adherence to communication protocols, organizational goals, and documentation requirements.
• Performs other duties as assigned.

Requirements

• High School diploma or equivalent and 1 year of customer service experience required.
• Equivalent combination of education and experience may be considered.