Call Center Representative Ii

This position provides comprehensive communication support services for patients of the University of Rochester Medical Center and its affiliates. Responsibilities include managing a high volume of inbound inquiries via phone, email, and electronic interfaces. Tasks involve scheduling appointments, resolving patient issues, responding to inquiries, handling billing questions, and providing basic technical support while adhering to established protocols.

• Answer high volume of inbound calls, multiple clinical & general phone lines
• Full Time Positions; 8:00 am – 4:30 pm, Mon. – Fri.
• Excellent customer service skills, punctuality, multitasking abilities
• Solid computer/typing skills
• Strong organizational & problem solving abilities
• Excellent verbal & communication skills
• Must be compassionate, empathetic & willing to go the extra mile!
• Remote, Hybrid & On-Site Opportunities
• UR Med Access Center (Rochester Tech Park, Gates, NY)

Training will be conducted onsite, transitioning to remote work upon achieving satisfactory key performance metrics. Continued remote status is contingent upon maintaining the required level of performance. Additionally, onsite meetings will be scheduled as necessary.

Key Responsibilities:

· Respond to a high volume of inbound inquiries via phone, email, and electronic interfaces.

· Schedule patient appointments, resolve patient issues, and handle billing inquiries.

· Provide basic technical support and redirect inquiries as necessary.

· Ensure appropriate use and distribution of Electronic Medical Record information.

· Make independent decisions to transfer or resolve emergent situations.

· Anticipate, prioritize, and balance inbound and outbound activity.

· Initiate outbound communications to achieve optimal patient access targets.

· Monitor appointment schedules, systems, and resources.

· Keep abreast of regulations, compliance requirements, and best practices.

This role requires adherence to strict communication protocols, including handling sensitive and confidential information. Additionally, the position involves staying informed about UR Medicine branding standards and entity protocols to effectively assist callers from various entities and departments. Attendance at meetings and participation in training sessions are essential for maintaining understanding and adherence to communication protocols and organizational goals.

Qualifications:

· High School Diploma

· 1 year of customer service experience

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

Job Type: Full-time

Pay: From $18.52 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

People with a criminal record are encouraged to apply

Experience:

• Call center: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person