Call Center Representative II

About This Role

This role provides essential communication support services, including clerical, information, and scheduling to patients of the University of Rochester Medical Center and its affiliates. The representative will manage inbound inquiries, schedule appointments, and resolve patient access issues while handling sensitive information.

Responsibilities

• Provide communication support services including clerical, information, wayfinding, technical support, and scheduling to patients
• Collect, assess, submit, process, and update sensitive and confidential patient information
• Resolve patient access issues within limits and according to workflow protocols
• Answer a large volume of inbound inquiries via phone, email, and other electronic interfaces
• Schedule patient appointments and manage patient issues following prescribed protocols
• Ensure appropriate use and distribution of Electronic Medical Record information
• Make independent decisions to transfer, refer, or resolve emergent situations during calls
• Accurately and efficiently use business systems for navigation, interpretation, analysis, reporting, troubleshooting, and documentation
• Research, resolve, and document non-routine paging issues impacting patient care
• Anticipate, prioritize, and balance inbound/outbound activity with clerical/administrative tasks

Requirements

• High School diploma or equivalent
• 1 year of customer service experience

Qualifications

• High School diploma or equivalent
• 1 year of customer service experience or equivalent combination of education and experience