Call Center Representative III

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 on behalf of the physicians and medical providers.
• 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.
• Contributes to the execution of new protocols and procedures within the call center.
• Provides guidance on the most complex calls and issues.
• Acts as a subject matter expert for others on the team.
• Maintains quality and accuracy of customer interactions.

Qualifications

• Proficiently performs the job duties of a Call Center Rep.
• Demonstrates advanced competencies.
• Handles complex calls and precepts new employees as needed.
• Participates, researches, and contributes to the execution of new protocols and procedures.
• Acts as a subject matter assisting with answering questions and reviewing department trackers to ensure accuracy.
• Performs quality audits on customer interactions.
• Answers and provides guidance to complex patient inquiries 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.
• Resolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented.
• Monitors appointment schedules, systems, and resources.
• Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste.
• Alerts leads and supervisors to issues impacting contact center performance in a timely manner to ensure the highest quality and quantity of service is provided at all times.
• Keeps abreast of regulations and compliance requirements and applies best practices.
• Understands and avoids issues downstream related to scheduling, initial registration, and billing.

Skills

• Expertise in communication and customer service.
• Knowledge of relevant healthcare protocols and regulations.
• Ability to handle complex inquiries and escalate issues as necessary.
• Strong organizational and problem-solving skills.
• Effective communication and interpersonal skills.

Benefits

The University of Rochester offers a comprehensive benefits package including health insurance, retirement plans, and paid time off.

Pay

$20.31 - $27.42 per hour

Schedule

Full-time, 40 hours per week