About this role

Provides communication support services including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers associated with the University.
Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
Ensures appropriate use and distribution of Electronic Medical Record information.
During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.

Call Center Representative – II

Key skills