The University of Rochester is hiring a Call Center Representative II to provide essential communication support services for the UR Medical Center. You will be responsible for clerical, information, wayfinding, technical support, referral, registration, and scheduling functions, handling confidential patient information and resolving access issues.
What You'll Do
- Answer a high volume of inbound inquiries via phone, email, and other electronic interfaces.
- Follow protocol to schedule appointments, resolve patient issues, respond to inquiries, handle billing questions, manage complaints, and provide basic technical support.
- Ensure appropriate use and distribution of Electronic Medical Record information.
- Make independent decisions during calls to transfer, refer, or resolve emergent situations, assessing urgency and determining appropriate action.
- Use business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule, register patients, record information, and document resolutions.
- Determine when to contact Administrators, on-call physicians, Security, or Public Relations.
- Research, resolve, and document non-routine paging issues impacting patient care and perform disaster protocols as required.
- Anticipate, prioritize, and balance inbound/outbound activity with clerical and administrative tasks.
- Initiate outbound communications following protocol for routine appointments, managing wait/recall lists, and communicating cancellations or changes.
- Monitor appointment schedules, systems, and resources and provide feedback to improve efficiency and reduce waste.
- Alert leads and supervisors to problems with systems, equipment, workstations, and resources.
- Respond to inquiries and provide information for patients, physicians, vendors, and customers based on branding and protocol.
- Keep abreast of regulations and compliance requirements and apply best practices.
- Understand and avoid downstream issues related to scheduling, registration, and billing.
- Attend meetings and training sessions to understand communication protocols, organizational goals, system updates, and documentation requirements.
What We're Looking For
- High School diploma or equivalent.
- 1 year of customer service experience.
Work Mode
This is an onsite position located at 220 Hutchison Rd, Rochester, New York, United States of America, 14620.
The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture defined by our values of equity, leadership, integrity, openness, respect, and accountability, and our commitment to Meliora - Ever Better. The University does not discriminate 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.
