Call Center Representative II

Responsibilities

• Provides communication support services, including general clerical, general information, wayfinding, 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.
• Collections, assesses, submits, processes and updates sensitive and confidential information.
• Solves 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.
• Fulfills follow-up actions as per prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support.
• 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 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, which have impacted or delayed patient care.
• Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented.
• Independently initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
• Maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities.
• Monitors appointment schedules, systems, and resources.
• Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste.
• Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times.
• Based on general knowledge of UR Medicine branding standards and entity protocol, 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 to answer inquiries and connect callers.
• Keeps abreast of regulations and compliance requirements and applies best practices.
• Understands and avoids issues downstream related to scheduling, initial registration, and billing.

Qualifications

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