Call Center Representative-2 Job at University of Rochester (Brighton)

Job Description

Provides communication support 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, way-finding, 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
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
Performs disaster protocols as required
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
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, work stations, and resources
Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information
Keeps abreast of regulations and compliance requirements and applies best practices
Attends and contributes to meetings and participates in training sessions
Other duties as assigned

Requirements

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

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Call Center Representative-2

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