Call Center Representative II at University of Rochester

Job description

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. Job Location (Full Address): 2225 Clinton Ave South, Orthopaedics & Rehabilitation - Brighton, Rochester, New York, United States of America, 14618 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 910234 Orthopaedic Appt Ctr Work Shift: UR - Day (United States of America) Range: UR URCC 204 H Compensation Range: $19.72 - $26.62 The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job'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. Responsibilities: Provides 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. ESSENTIAL FUNCTIONS Answers large volume of inbound inquiries by phone, email, and other electronic interfaces. Follows 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. 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, register patients, record information, and document problem resolutions. Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations. Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations. Research, 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 to ensure 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 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. Monitors appointment schedules, systems, and resources. Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, workstations, and re