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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 20, 2026
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Job Description

Provides communication support services on behalf of the physicians and medical providers associated with the University of Rochester Medical Center. Involves collecting, assessing, submitting, processing and updating sensitive and confidential information, resolving patient access issues, and working 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, provide basic technical support
  • Ensures appropriate use and distribution of Electronic Medical Record information
  • Makes independent decisions to act outside of protocol to transfer, refer or resolve emergent situations
  • Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information and document problem resolutions
  • 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 suggestions for achieving, monitoring and maintaining efficiency, reducing cost, and reducing 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 regulations, 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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