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. 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.

Responsibilities

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 billing inquiries and provides basic technical support; Assesses urgency and determines appropriate action or referral source; Accurately uses business systems to schedule appointments, register patients, record information and document problem resolutions; Monitors appointment schedules, systems, and resources; Researches and resolves non-routine paging issues; Attends and contributes to meetings and participates in training sessions

Requirements

High School Diploma; 1 year of customer service experience