Call Center Representative II

University of Rochester • Town of Gates, NY

1d • $19 - $25 • Hybrid

About The Position

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. 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. 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.

Requirements

• High School Diploma
• 1 year of customer service experience

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.

What This Job Offers

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