Call Center Representative II

University of Rochester; Rochester (MN); Hybrid; USD 26,000 - 35,000; Full time

Job summary

University of Rochester Medical Center is seeking a communications support specialist to handle a high volume of inbound inquiries by phone, email, and electronic interfaces. You will schedule patient appointments, address patient issues, and assist with billing questions while upholding strict privacy and compliance standards.

Training will occur onsite with a transition to remote work after achieving performance metrics.

Qualifications

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

Responsibilities

• Respond to a high volume of inbound inquiries via phone, email, and electronic interfaces.
• Schedule patient appointments and resolve patient issues, including billing inquiries.
• Provide basic technical support and direct inquiries as needed.
• Ensure proper use and distribution of Electronic Medical Record information.

Skills

Customer service

Education

High School Diploma

Job description

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):

905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening:

Work Shift:

UR - Day (United States of America)

Range:

UR URCC 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:

This position provides comprehensive communication support services for patients of the University of Rochester Medical Center and its affiliates. Responsibilities include managing a high volume of inbound inquiries via phone, email, and electronic interfaces. Tasks involve scheduling appointments, resolving patient issues, responding to inquiries, handling billing questions, and providing basic technical support while adhering to established protocols.

Training will be conducted onsite, transitioning to remote work upon achieving satisfactory key performance metrics. Continued remote status is contingent upon maintaining the required level of performance. Additionally, onsite meetings will be scheduled as necessary.

Key Responsibilities:

• Respond to a high volume of inbound inquiries via phone, email, and electronic interfaces.
• Schedule patient appointments, resolve patient issues, and handle billing inquiries.
• Provide basic technical support and redirect inquiries as necessary.
• Ensure appropriate use and distribution of Electronic Medical Record information.
• Make independent decisions to transfer or resolve emergent situations.
• Anticipate, prioritize, and balance inbound and outbound activity.
• Initiate outbound communications to achieve optimal patient access targets.
• Monitor appointment schedules, systems, and resources.
• Keep abreast of regulations, compliance requirements, and best practices.

This role requires adherence to strict communication protocols, including handling sensitive and confidential information. Additionally, the position involves staying informed about UR Medicine branding standards and entity protocols to effectively assist callers from various entities and departments. Attendance at meetings and participation in training sessions are essential for maintaining understanding and adherence to communication protocols and organizational goals.

Qualifications:

• High School Diploma
• 1 year of customer service 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.