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University of Rochester Logo University of Rochester · Call Center

Call Center Rep II

United States of America, Rochester 19.08 - 25.77 USD / Hour · Job Posted February 21, 2026
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Job Description

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.

Job Responsibility

  • Provides communication support services, including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services
  • 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
  • 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
  • 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
  • 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
  • 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 resources in a timely manner to ensure the highest quality and quantity of service is provided at all times
  • Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers
  • 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 participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity

Requirements

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