Senior Call Center Specialist - Patient Access & Scheduling

University-of-Rochester; North Gates (NY); On-site; USD 29,000 - 39,000; Full time

Job summary

The University of Rochester UR Med Access Center is looking for a Call Center Representative to support patient access by handling clerical tasks, information, scheduling, and registration on behalf of physicians and medical providers.

You will collect, assess, and securely handle sensitive information, resolve patient access issues, and contribute to new protocols while guiding coworkers on complex calls and ensuring high-quality service across the center.

Qualifications

• Two years of call center experience.
• Ability to handle confidential information with discretion.
• Strong communication and problem-solving skills.

Responsibilities

• Provide communication support services, including general clerical tasks, information, way-finding, and scheduling for patients.
• Assist with patient registration and referral processes.
• Resolve patient access issues and escalate when needed.
• Maintain accuracy of patient data across systems and adherence to protocols.
• Monitor calls for quality and provide guidance to colleagues on complex inquiries.
• Participate in new protocols and contribute to process improvements.

Skills

Call center experience

Patient communication

Data confidentiality

Education

High School diploma

Job description

The University of Rochester UR Med Access Center is looking for a Call Center Representative to support patient access by handling clerical tasks, information, scheduling, and registration on behalf of physicians and medical providers.

You will collect, assess, and securely handle sensitive information, resolve patient access issues, and contribute to new protocols while guiding coworkers on complex calls and ensuring high-quality service across the center.