Call Center Representative II Job at University of Rochester (Rochester)

New

Call Center Representative II

Provides communication support services, including general clerical, general inf...

Location

United States of America , Brighton

Salary:

19.08 - 25.77 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

High School diploma or equivalent
1 year of customer service experience

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

Fulltime

New

Patient Self-Pay Resolution Center Representative II

As a community, the University of Rochester is defined by a deep commitment to M...

Location

United States of America , Rochester

Salary:

19.08 - 25.77 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

Associate's degree and 2 years of relevant experience required
Or equivalent combination of education and experience

Job Responsibility

Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards
Troubleshoots and resolves customer complaints
Initiates insurance billing, either electronically or via the use of the Electronic Work file transfer process within the billing systems, for accounts classified as Self-Pay in error
Identifies and verifies coverage under the government health insurance programs
Secures revenue for University and affiliates by advising customers about insurance and payment options
Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues
Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services
Maintains performance and quality standards based on established call center metrics, including turn-around times
Creates budget installment payment plans for those customers in need
Consistently adheres to all Patient Services policies, procedures, and performance measures, including inquiry documentation procedures

Fulltime

New

Patient Self-Pay Resolution Center Representative II

The Patient Financial Representative acts with compassion and empathy, exercises...

Location

United States of America , Rochester

Salary:

19.08 - 25.77 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

High school graduate with 4 years of experience in healthcare, billing, or collections experience
Bachelor's degree with at least 1 year of related experience
Equivalent combination of education and experience

Job Responsibility

Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards
Troubleshoots and resolves customer complaints
Performs the functions of Patient Account Management for individuals receiving care from the University of Rochester Medical Center (URMC), Highland Hospital (HH), and University of Rochester Medical Facility Group (URMFG)
Responds to patients' inquiries via telephone, MyChart, mail, email, and fax, concerning, but not limited to, billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act
Acts as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention
Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues, outstanding balances as a result of statements sent within the billing systems (EPIC, Flowcast, and HBOC) utilizing reference materials and available resources
Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner
Consistently adheres to all Patient Service policies, procedures, and performance measures including inquiry documentation procedures
Maintains performance and quality standards based on established call center metrics including turn-around times
Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error

Fulltime

New

Patient Self-Pay Resolution Center Representative II

The Patient Financial Representative performs the functions of Patient Account M...

Location

United States of America , Rochester

Salary:

19.08 - 25.77 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

Associate's degree and 2 years of relevant experience required
Equivalent combination of education and experience
Proven and effective diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner
Strong organizational skills, reasoning, and problem-solving skills
Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating multiple programs and applications at the same time, typing call documentation, and speaking to the customer simultaneously
Ability to prioritize tasks and work in fast paced environment
Ability to work effectively as a member of a team
Excellent computer skills
Proficient at instant messaging and text messaging technology
Consistently demonstrate high standards of integrity by supporting the URMC’s values, and adhering to the Corporate Code of Conduct, and ICARE Philosophy of Care

Job Responsibility

Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues, outstanding balances as a result of statements sent within the billing systems (EPIC, Flowcast, and HBOC) utilizing reference materials and available resources
Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner, resulting in acceptable accuracy, production levels, and retention of patient services
Consistently adheres to all Patient Service policies, procedures, and performance measures including inquiry documentation procedures
Maintains performance and quality standards based on established call center metrics including turn-around times
Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error
Identifies and verifies coverage under the government health insurance programs
Secures revenue for URMC, HH, and URMFG by advising customers about insurance and payment options
Creates budget installment payment plans for those customers in need
Identifies patterns generated by external and internal activity impacting customer satisfaction
Uses best judgment under set procedures, alert management regarding issues not completed within specified timeframes

Fulltime

New

Patient Self-Pay Resolution Center Representative II

The Patient Financial Representative performs the functions of Patient Account M...

Location

United States of America , Rochester

Salary:

19.08 - 25.77 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

High school graduate with 4 years of experience in healthcare, billing, or collections experience
Bachelor's degree with at least 1 year of related experience
Equivalent combination of education and experience
Proven and effective diplomatic communicator demonstrated by the ability to consistently present and express oral and written information in an organized, understandable, complete, and concise manner
Ability to remain professional and focused under multiple pressures and demands
Strong organizational skills, reasoning, and problem solving skills
Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating multiple programs and applications at the same time, typing call documentation, and speaking to the customer simultaneously
Ability to prioritize tasks and work in fast paced environment
Ability to work effectively as a member of a team
Actively participate in and contribute to the daily operations of the Patient Services Department by identifying improvements to processes, services, and the patient experience

Job Responsibility

Responds to patients' inquiries via telephone, MyChart, mail, email, and fax, concerning, but not limited to, billing issues, claim payments, contract benefits, and medical billing in accordance with HIPAA, Third Party Billing rules and regulations, and the Fair Credit Debt Collection Practices Act
Acts as a liaison among the customers, business partners, and plans in a professional, self-directed manner to ensure and promote customer satisfaction and retention
Provides timely responses to customer inquiries by telephone, email or website chatbox in an in- or outbound service center, consistent with service and quality standards
Troubleshoots and resolves customer complaints
Researches, interprets and responds to inquiries from internal and external customers concerning unresolved patient billing issues, outstanding balances as a result of statements sent within the billing systems (EPIC, Flowcast, and HBOC) utilizing reference materials and available resources
Resolves customer inquiries in an accurate, organized, efficient, timely, and expert manner
Consistently adheres to all Patient Service policies, procedures, and performance measures including inquiry documentation procedures
Maintains performance and quality standards based on established call center metrics including turn-around times
Initiates insurance billing either electronically or via the use of the Electronic Work file transfer process within the billing systems for accounts classified as Self-Pay in error
Identifies and verifies coverage under the government health insurance programs

Fulltime

Customer Service Representative II

We are looking for a dedicated Customer Service Representative II to join our te...

Location

United States , Baltimore

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Minimum of 1 year of experience in customer service or call center roles
Proficiency with CRM platforms and customer service software
Strong communication skills, both verbal and written, to interact effectively with diverse customers
Competence in handling multiple computer programs and applications
Proven ability to resolve customer concerns with professionalism and efficiency

Job Responsibility

Respond to inbound calls promptly and professionally, addressing customer inquiries with accuracy
Guide customers through benefit functions and housing-related concerns, ensuring clarity and compliance
Utilize CRM and customer service software to document interactions and manage client information effectively
Collaborate with team members to resolve complex issues and improve service delivery
Maintain a strong understanding of financial services tools, including ADP, for seamless customer support
Work with Avaya CMS and other communication systems to enhance call center operations
Provide solutions to customer concerns by leveraging computer programs and problem-solving skills
Stay updated on policies and procedures to ensure accurate and compliant service
Contribute to a positive team environment by sharing insights and participating in regular training sessions

What we offer

medical, vision, dental, and life and disability insurance
eligible to enroll in our company 401(k) plan
free online training

Recovery Representative I (Tier II)

We are looking for a skilled Recovery Representative I (Tier II) to join our tea...

Location

United States , Rochester

Salary:

Not provided

Robert Half

Expiration Date

Until further notice

Requirements

Proven experience in collections
Minimum of a high school diploma required
Bachelor's degree is preferred
Background in customer service, finance, accounting, or payroll functions
Familiarity with call center operations
Proficiency in Microsoft Word, Excel, and Access
Ability to thrive in a fast-paced environment and handle multiple priorities effectively
Strong analytical skills for researching and resolving service and product issues
Knowledge of compliance standards, including the Fair Debt Collections Practices Act
Excellent communication skills to educate clients and manage objections professionally

Job Responsibility

Accurately resolve returned bank items in a timely manner, adhering to established policies and procedures
Provide exceptional customer service to internal teams and external clients, ensuring satisfaction while minimizing company risk
Educate clients and branches on resolution processes and recommend alternative service options when necessary
Develop and maintain knowledge of Paychex products and systems to make informed decisions regarding revenue
Research and address product and service issues, handling objections with mentorship support to recover lost revenue
Monitor and update daily payment reports and payroll hold reports to ensure accuracy and prevent penalties or service disruptions
Evaluate client accounts to determine approved services and implement measures to mitigate company risk
Maintain daily call quotas and comply with departmental policies and procedures
Participate in ongoing training sessions to enhance skills and remain compliant with regulatory standards
Ensure adherence to the Fair Debt Collections Practices Act and other relevant regulatory requirements

What we offer

Medical, vision, dental, and life and disability insurance
Eligible to enroll in company 401(k) plan
Access to top jobs, competitive compensation and benefits
Free online training

New

Ed access representative ii

Coordinates functions associated with visits to the Emergency Department. Monito...

Location

United States of America , Rochester

Salary:

18.50 - 24.98 USD / Hour

University of Rochester

Expiration Date

Until further notice

Requirements

High School diploma
1 year related work experience in an administrative office or customer service field
Or equivalent combination of education and experience

Job Responsibility

Coordinates functions associated with visits to the Emergency Department
Monitor and ensure that all functions are completed in an accurate, efficient, and patient/customer friendly manner
Facilitate workflow in the department by supporting clinical staff
Greets patients to initiate positive experience, requests patient identification, collects and verifies patient demographic and financial information
Initiates the ED medical/financial record and identifies forms needed for specific ED visit
Assembles ED charts for admissions and discharges, ensuring all paperwork is completed and distributed appropriately
Performs duties and achieves and maintains proficiency in the provision of excellent customer service, accuracy of data, and efficiency of work
Coordinates daily efforts to edit and correct registration and billing errors during full registration process
Identifies ways to reduce follow-up, repetitive or corrective work
Utilizes eRecord programs to facilitate workflow

Fulltime

Call Center Representative II

University of Rochester

Location:
United States of America , Rochester

Category:
Call Center

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
February 21, 2026

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Ed access representative ii

Call Center Representative II

University of Rochester

Location:United States of America , Rochester

Category:Call Center

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:February 21, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

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Ed access representative ii

Location:
United States of America , Rochester

Category:
Call Center

Contract Type:
Not provided

Job Posted:
February 21, 2026