Call Center Representative

University of Rochester Medical Center; City of Rochester (NY); On-site; USD 25,774 - 34,811; Full time

Benefits offered by this job

Competitive salary

Health benefits

Work-life balance initiatives

Job summary

A leading healthcare institution in Rochester is seeking a Call Center Representative to provide communication support services. This full-time role requires a high school diploma and at least one year of customer service experience. As a representative, you will assist patients, schedule appointments, and address inquiries efficiently while maintaining the highest standards of service.

Qualifications

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

Responsibilities

• Answer large volumes of inbound inquiries by phone and email.
• Schedule patient appointments and resolve patient issues.
• Ensure appropriate use and distribution of Electronic Medical Record information.

Skills

Customer service experience

Communication skills

Problem-solving

Education

High School diploma or equivalent

Job description

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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 (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening

Worker Subtype:

Regular

Time Type

Full time

Scheduled Weekly Hours

40

Department

900021 UR Med Access Center

Work Shift

UR - Day (United States of America)

Range

UR URCB 204 H

Compensation Range

$18.71 - $25.27

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

GENERAL PURPOSE

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. 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.

Essential Functions

• 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, handle patient/customer complaints and provide basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
• Assesses the urgency of the situation and determines the appropriate action or referral source.
• 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. Research, resolves, and documents non-routine paging issues, which have impacted or delayed patient care. As required, performs disaster protocols. 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 other clerical and/or administrative activities. 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.
• 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. Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.
  
  

Other duties as assigned.

Minimum Education & Experience

• High School diploma or equivalent and 1 year of customer service experience required
• Or equivalent combination of education and experience
  
  

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 federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Higher Education

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