Call Center Representative III

Location: North Gates

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):905 Elmgrove Rd, Bldg 5 Stg 13, Rochester, New York, United States of America, 14624

Opening:

Worker Subtype:

Regular Time Type:

Full time Scheduled Weekly

Hours:

40

Department:900021 UR Med Access Center

Work Shift:

UR
- Day (United States of America)
Range:

UR URCC 205 HCompensation Range:$20.93 - $28.26

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

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 FUNCTIONSProficiently 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…