Call Center Representative III

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

135 Corporate Woods, Ste 150, Rochester, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

920705 EIOH Patient Services

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 205 H

Compensation Range:

$20.31 - $27.42

Responsibilities:

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients 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 and in accordance with multiple work-flow protocols. Contributes to the execution of new protocols and procedures within the call center. Provides guidance on the most complex calls and issues. Acts as a subject matter expert for others on the team. Monitors and audits customer interactions for quality and accuracy.

ESSENTIAL FUNCTIONS

• Proficiently performs the job duties of a Call Center Rep. while additionally demonstrating advanced competencies. Handles complex calls and precepts new employees as needed.
• Participates, researches, and contributes to the execution of new protocols and procedures. Acts as a subject matter assisting with answering questions and reviewing department trackers to ensure accuracy. Performs quality audits on customer interactions.
• Answers and provides guidance to complex patient inquiries using expert knowledge to respond to individual patient needs, while adhering to specific protocols for University Medical Center departments and affiliate organizations. Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations. Researches, resolves, and documents non-routine paging issues which impact or delay 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, including but is not limited to, making routine appointment reminders, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
• Monitors appointment schedules, systems, and resources. Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste. Alerts leads and supervisors to issues impacting contact center performance 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 internal and external customers and stakeholders to answer inquiries and connect callers.
• 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.
• Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma or equivalent and 2 years of call center experience required
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated job related knowledge, proficiency and performance required

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.