Call Center Representative II

Job Opportunities at the University of Rochester

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

Opening : Worker Subtype : Regular Time Type : Full time Scheduled Weekly Hours : 40 Department : UR Med Access Center Work Shift : UR - Day Compensation Range : $19.08 - $25.77

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

Provides communication support services, including general clerical, general information, way-finding, 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.
• 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.
• 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.
• 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, work stations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times.
• Keeps abreast of regulations and compliance requirements and applies best practices. Understands and avoids issues downstream related to scheduling, initial registration, and billing.

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.

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