Call Center Representative II

University of Rochester•Brighton, CO

3d•$20 - $27•Onsite

About The Position

The Call Center Representative II provides communication support services to patients of the University of Rochester Medical Center and its affiliates on behalf of associated physicians and medical providers. Services include clerical and general information support, wayfinding, technical support, referrals, patient registration, and appointment scheduling. The role collects, assesses, submits, processes, and updates sensitive and confidential information; resolves patient access issues within established limits; and uses multiple business systems and workflow protocols. The representative handles high volumes of inbound and outbound communications, follows department protocols, and uses appropriate business systems to address patient needs and document outcomes. The role also assesses urgent situations and independently determines when to transfer, refer, or otherwise respond outside standard protocols. Representatives monitor schedules and resources, help maintain patient access targets, escalate operational issues, and keep current with regulations and compliance requirements.

Requirements

High school diploma or equivalent and one year of customer service experience, or an equivalent combination of education and experience.
Ability to handle sensitive and confidential information.
Ability to follow protocols and standard operating procedures while responding to patient needs.
Ability to use business systems and software for scheduling, registration, information handling, troubleshooting, and documentation.

Responsibilities

Answer high volumes of inbound inquiries by phone, email, and other electronic interfaces.
Follow protocols and standard operating procedures to schedule appointments, resolve patient issues, respond to patient and physician inquiries, handle or redirect billing inquiries, respond to complaints, and provide basic technical support.
Ensure the appropriate use and distribution of Electronic Medical Record information.
Make independent decisions during calls to transfer, refer, or resolve emergent situations outside standard protocols.
Assess urgency and determine the appropriate action or referral source.
Use business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document resolutions accurately and efficiently.
Respond to individual patient needs using expert knowledge while following protocols for University Medical Center departments and affiliate organizations.
Determine when to contact administrators, on-call physicians, Security, or Public Relations.
Research, resolve, and document non-routine paging issues that have affected or delayed patient care.
Perform disaster protocols as required.
Resolve inquiries efficiently and escalate appropriately to ensure calls are resolved and documented.
Balance inbound and outbound activity with clerical and administrative work; initiate outbound communications under established protocols to support patient access targets and organizational goals.
Make routine appointments, manage wait and recall lists, and communicate event cancellations, changes, and updates.
Monitor appointment schedules, systems, and resources.
Provide feedback and recommendations to improve efficiency and reduce costs and waste.
Notify leads and the supervisor promptly about problems with systems, equipment, workstations, or resources.
Provide information to patients, physicians, vendors, and other customers and connect callers with the appropriate people, departments, or programs, following applicable branding standards and entity protocols.
Stay current with regulations and compliance requirements and apply best practices.
Understand and prevent downstream issues related to scheduling, initial registration, and billing.
Attend and contribute to meetings and participate in training to understand and follow communication protocols, organizational goals, system updates, and documentation requirements.
Perform other duties as assigned.