Call Center Representative II

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: 601 Elmwood Ave, Rochester, NY 14642
Worker Subtype: Regular
Time Type: Full-time
Scheduled Weekly Hours: 40
Department: Therapy Support Services
Work Shift: UR - Day
Compensation Range: $19.72 - $26.62/hour

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

• Provides communication support services including general clerical, general information, wayfinding, 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.

Job Duties and Responsibilities

• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
• Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, manage patient/customer complaints, and provide basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Makes independent decisions to act outside of the protocol to transfer, refer, or resolve emergent situations.
• Assesses the urgency of situations and determines appropriate actions or referral sources.
• Accurately and efficiently uses business systems and/or software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answers patient calls using expert knowledge to respond to individual patient 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 impacting patient care.
• Performs disaster protocols as required.
• Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented.
• Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as clerical and/or administrative tasks.
• Initiates outbound communications following prescribed protocols to achieve optimal patient access targets and organizational goals.
• Monitors appointment schedules, systems, and resources.
• Provides feedback and suggestions to improve efficiency, reduce costs, and minimize waste.
• Alerts leads and supervisors to problems with systems, equipment, workstations, and resources to ensure high-quality service.
• Responds to inquiries and provides information for patients, physicians, vendors, and customers of Strong Memorial Hospital, Highland Hospital, UR Medical Faculty Group, and affiliate institutions.
• Stays updated on regulations, compliance requirements, and best practices.
• Attends meetings and training sessions to ensure adherence to communication protocols, organizational goals, system updates, and documentation requirements.

Qualifications

• High School Diploma required.
• 1 year of customer service experience required.

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. This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates.