Call Center Representative II

Responsibilities Provide communication support services including general clerical duties, way-finding, technical support, provider/service referral, patient registration, and scheduling for patients of the University of Rochester Medical Center and affiliates. Answer large volume of inbound inquiries via telephone, email, and electronic interfaces, following prescribed protocols and standard operating procedures. Schedule patient appointments, resolve patient and physician inquiries, handle or redirect billing inquiries, and address patient/customer complaints. Ensure appropriate use and distribution of Electronic Medical Record information and document problem resolutions. Make independent decisions on emergent situations, assess urgency, and determine appropriate action or referral source. Use business systems and software to navigate, interpret, analyze, report, schedule, register, and document patient information efficiently. Determine when to contact administrators, on‑call physicians, security, or public relations based on situation urgency. Research and resolve non‑routine paging issues that impact or delay patient care; perform disaster protocols as required. Maintain a balanced workflow between inbound/outbound activity and other clerical/administrative tasks, and proactively notify leads and supervisors of system or equipment issues. Initiate outbound communications following protocols to achieve patient access targets, including routine appointments, wait/recall lists, and event communications. Monitor appointment schedules, systems, and resources; provide feedback and recommendations to improve efficiency, cost, and waste reduction. Respond to inquiries from patients, physicians, vendors, and customers, adhering to University Medical Center branding and entity protocols. Stay updated on regulations and compliance requirements, applying best practices to avoid downstream scheduling, registration, and billing issues. Attend meetings, participate in training sessions, and maintain adherence to communication protocols, organizational goals, system updates, and documentation requirements. Perform other duties as assigned within the scope of the role. Qualifications High School diploma or equivalent. At least 1 year of customer service experience, or equivalent combination of education and experience. Legal Notice 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 applicable law. #J-18808-Ljbffr 001 University of Rochester