Call Center Representative II

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.

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; Collects, assesses, submits, processes and updates sensitive and confidential information; Resolves patient access issues within limits; Answers large volume of inbound inquiries by phone, email, and other electronic interfaces; Schedules patient appointments, resolves 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; Makes independent decisions to act outside protocol to transfer, refer or resolve emergent situations; Assesses urgency and determines appropriate action or referral source; Uses business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions; Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations; Monitors appointment schedules, systems, and resources; Other duties as assigned

Requirements

High School diploma or equivalent; 1 year of customer service experience required; Or equivalent combination of education and experience