Call Center Representative III

Location 135 Corporate Woods, Ste 150, Rochester, NewYork, 14623. Job Type Full time, 40 hours per week. Responsibilities Provides communication support services, including general clerical, general information, way‑finding, technical support, provider/service referral, patient registration, and scheduling services to patients on behalf of 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. Handles complex calls and pretends new employees as needed. Participates, researches, and contributes to the execution of new protocols and procedures. 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. Performs disaster protocols as required. 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. Initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards, including 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. Responds to inquiries and provides information for internal and external customers and stakeholders to answer inquiries and connect callers, keeping abreast of regulations and compliance requirements and applying best practices. 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. Minimum Education & Experience High School diploma or equivalent and 2 years of call center experience required. Or equivalent combination of education and experience. EEO Statement 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. 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. #J-18808-Ljbffr