Call Center Representative Job at University of Rochester Medical Center in City

Overview

Call Center Representative at University of Rochester Medical Center

Location: 601 Elmwood Ave, Rochester, NY 14642

Department: Ophthalmology (UR Medicine)

Work Shift: UR - Day (United States of America); Full time; 40 hours per week

Responsibilities

• 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.
• Researches, resolves, and documents non-routine paging issues, which have impacted or delayed patient care.
• Performs disaster protocols as required; 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 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 improve efficiency, reduce cost, and reduce waste.
• Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure high quality and quantity of service.
• Responds to inquiries and provides information for patients, physicians, vendors and customers of UR Medicine branding standards and entity protocol to answer inquiries and connect callers.
• Keeps abreast of regulations and compliance requirements and applies best practices. Understands and avoids issues downstream related to scheduling, initial registration, and billing.
• Attends and contributes to meetings and training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and documentation requirements.

Other duties as assigned.

Minimum Education & Experience

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

The University of Rochester is committed to fostering an inclusive and welcoming culture as part of its mission. The University does not discriminate 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 law.