Call Center Representative

University of Rochester•Rochester, NY

1d•Onsite

About The Position

The University of Rochester is deeply committed to its values of equity, leadership, integrity, openness, respect, and accountability, striving to be "Ever Better" (Meliora) and a welcoming community for all. This full-time Call Center Representative position, located at 220 Hutchison Rd, Rochester, New York, is within the SMH Neurology Pediatrics Department. The role provides essential communication support services, including clerical, information, way-finding, technical support, referral, patient registration, and scheduling for patients of the University of Rochester Medical Center and its affiliates. It involves handling sensitive and confidential information, resolving patient access issues, and working with various business systems and workflow protocols.

Requirements

High School Diploma required
1 year of customer service experience required.
Or equivalent combination of education and experience

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.
Involves the collecting, assessing, submitting, processing and updating of 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.
Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
Ensures appropriate use and distribution of Electronic Medical Record information.
During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
Assesses the urgency of the situation and determines the appropriate action or referral source.
Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many University Medical Center departments and affiliate organizations.
Determines when situations warrant contacting Administrators, on call physicians, Security, or Public Relations.
Researches, resolves and documents non-routine paging issues which have impacted or delayed patient care.
As required, performs disaster protocols.
Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.
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 in order to achieve and maintain optimal patient access targets and organizational goals/standards. This may include, but is not limited to making routine appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
Monitors appointment schedules, systems, and resources.
Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining 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 highest quality and quantity of service is provided at all times.
Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.
Keeps abreast regulations, compliance requirements and applies best practices.
Is aware of and avoids issues downstream related to scheduling, initial registration and billing.
Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.
Other duties as assigned.