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University of Rochester Logo University of Rochester · Call Center

Call Center Representative

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 to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers. 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.

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 inquiries, handle billing inquiries, handle complaints and provide basic technical support
  • Ensures appropriate use and distribution of Electronic Medical Record information
  • Assesses urgency and determines appropriate action or referral source
  • Accurately uses business systems to navigate, interpret, analyze, report, troubleshoot, schedule, register, record, and document
  • Answers patient calls using expert knowledge while adhering to protocols
  • Determines when to contact Administrators, on call physicians, Security or Public Relations
  • Researches, resolves, and documents non-routine paging issues
  • Performs disaster protocols as required
  • Resolves inquiries efficiently and escalates appropriately
  • Anticipates, prioritizes, and maintains balance between inbound and outbound activity
  • Independently initiates outbound communications following protocol to achieve patient access targets and goals
  • Monitors appointment schedules, systems, and resources
  • Provides feedback and recommendations to achieve efficiency, reduce cost, and reduce waste
  • Alerts leads and supervisor to problems with systems, equipment, work stations, and resources
  • 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, registration, and billing
  • 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
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