About This Role
This call center representative role provides essential communication support services to patients of the University of Rochester Medical Center and its affiliates. It involves handling sensitive and confidential information, resolving patient access issues, and working with various business systems and workflow protocols.
Responsibilities
- Answer a large volume of inbound inquiries by phone, email, and other electronic interfaces
- Follow prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints, and provide basic technical support
- Ensure appropriate use and distribution of Electronic Medical Record information
- Make independent decisions to act outside of protocol to transfer, refer, or resolve emergent situations during calls
- Assess the urgency of situations and determine appropriate actions or referral sources
- Accurately and efficiently use appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions
- Answer patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many University Medical Center departments and affiliate organizations
- Determine when situations warrant contacting Administrators, on-call physicians, Security, or Public Relations
- Research, resolve, and document non-routine paging issues which have impacted or delayed patient care
- Perform disaster protocols as required
- Resolve inquiries efficiently and escalate appropriately so all calls are resolved/documented
- Anticipate, prioritize, and maintain a balance between inbound and outbound activity as well as other clerical and/or administrative activities
- Independently initiate outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards
- Monitor appointment schedules, systems, and resources
- Provide feedback and suggestions for the purpose of achieving, monitoring, and maintaining efficiency, reducing cost, and reducing waste
- Alert leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times
- Respond to inquiries and provide information for patients, physicians, vendors, and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons, or programs to answer inquiries and connect callers
