Call Center Representative II - Loction - Rochester Tech Park, Gates NY

University of Rochester • Rochester, NY

393d • $38,917 - $52,562

About The Position

The Call Center Representative II at the University of Rochester provides essential communication support services to patients of the University of Rochester Medical Center and its affiliates. This role involves handling a high volume of inquiries, scheduling appointments, resolving patient issues, and ensuring the efficient use of electronic medical records while adhering to established protocols and procedures.

Requirements

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

Responsibilities

• Answers a large volume of inbound inquiries by phone, email, and other electronic interfaces.
• Schedules patient appointments and resolves patient issues according to prescribed protocols.
• Handles patient/customer complaints and provides basic technical support.
• Makes independent decisions to transfer, refer, or resolve emergent situations during calls.
• Researches, resolves, and documents non-routine paging issues impacting patient care.
• Initiates outbound communications to achieve optimal patient access targets.
• Monitors appointment schedules and provides feedback for efficiency improvements.
• Keeps abreast of regulations and compliance requirements, applying best practices in communication.
• Attends meetings and training sessions to ensure adherence to communication protocols.

Benefits

• Competitive hourly pay range of $18.71 - $25.27.
• Opportunities for professional development and training.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Education Level: High school or GED