Senior Patient Access Center Specialist

University of Rochester; Rochester (MN); On-site; USD 44,000 - 59,000; Full time

Job summary

University of Rochester is seeking a Call Center Representative to support patient access services. You will handle general clerical tasks, registrations, and scheduling for UR Medicine providers, while ensuring privacy and accuracy across multiple systems.

The role emphasizes advanced call handling, outbound communications, and adherence to departmental protocols to maintain high-quality patient service.

Qualifications

• High School diploma or equivalent and 2 years of call center experience required.
• Or equivalent combination of education and experience.

Responsibilities

• Provides communication support services, including general clerical, information, way-finding, and scheduling for patients on behalf of physicians.
• Collects, assesses, submits, processes and updates sensitive information in accordance with protocols.
• Resolves patient access issues within limits and follows workflow protocols.
• Guides on complex calls and documents quality interactions for assurance.
• Monitors and audits customer interactions for accuracy and quality.
• Maintains appointment schedules and outreach to optimize patient access targets.
• Ensures compliance with regulations and internal policies; participates in training and meetings.

Skills

Call center experience

Communication skills

Education

High School diploma or equivalent

Job description

University of Rochester is seeking a Call Center Representative to support patient access services. You will handle general clerical tasks, registrations, and scheduling for UR Medicine providers, while ensuring privacy and accuracy across multiple systems.

The role emphasizes advanced call handling, outbound communications, and adherence to departmental protocols to maintain high-quality patient service.