Call Center Representative

p style="text-align:inherit"/pp style="text-align:left"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./pp style="text-align:inherit"/pp style="text-align:left"ubJob Location (Full Address):/b/u/pp style="text-align:inherit"/p60 Corporate Woods, Brighton, New York, United States of America, 14623p style="text-align:inherit"/pp style="text-align:left"ubOpening:/b/u/pp style="text-align:inherit"/pp style="text-align:left"Worker Subtype:/pRegularp style="text-align:inherit"/pp style="text-align:left"Time Type:/pFull timep style="text-align:inherit"/pp style="text-align:left"Scheduled Weekly Hours:/p40p style="text-align:inherit"/pp style="text-align:left"Department:/p500708 CVSL RCPG amp; Cardiac Rehabp style="text-align:inherit"/pp style="text-align:left"Work Shift:/pUR - Day (United States of America)p style="text-align:inherit"/pp style="text-align:left"Range:/pUR URCB 204 Hp style="text-align:inherit"/pp style="text-align:left"Compensation Range:/p$18.71 - $25.27p style="text-align:inherit"/pdivdivdivdivdivdivdivp style="text-align:left"iThe referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job#39;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./i/p/div/div/div/div/div/div/divp style="text-align:inherit"/pp style="text-align:inherit"/pp style="text-align:left"ubResponsibilities:/b/u/pp style="text-align:inherit"/pGENERAL PURPOSEbrProvides communication support services, including general clerical, general information, wayfinding, 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.p style="text-align:inherit"/pp style="text-align:inherit"/ppbESSENTIAL FUNCTIONS/b/pulliAnswers large volume of inbound inquiries by phone, email, and other electronic interfaces./liliFollows 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./liliEnsures appropriate use and distribution of Electronic Medical Record information./liliDuring the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations./liliAssesses the urgency of the situation and determines the appropriate action or referral source./liliAccurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions./liliAnswers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations./liliDetermines when situations warrant contacting Administrators, on call physicians, Security or Public Relations./liliResearches, resolves, and documents non-routine paging issues, which have impacted or delayed patient care./liliAs required, performs disaster protocols./liliResolves inquiries efficiently and escalates appropriately to ensure all calls are resolved/documented./liliAnticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and/or administrative activities./liliIndependently initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates./liliMonitors appointment schedules, systems, and resources./liliProvides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste./liliAlerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times./liliBased 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 to answer inquiries and connect callers./liliKeeps abreast of regulations and compliance requirements and applies best practices./liliUnderstands and avoids issues downstream related to scheduling, initial registration, and billing./liliAttends 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./li/ulpOther duties as assigned.br /br /bMINIMUM EDUCATION amp; EXPERIENCE/b/pulliHigh School diploma or equivalent and 1 year of customer service experience required/liliOr equivalent combination of education and experience/li/ulp style="text-align:inherit"/pp style="text-align:left"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./pp style="text-align:inherit"/p