Job details

Call Center Representative III

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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):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

Department:

500157 SMH Neurology Pediatrics

Work Shift:

UR - Day (United States of America)

Range:

UR URCD 204 H

Compensation Range:

$19.47 - $25.77

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:

GENERAL PURPOSE
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 FUNCTIONS

Proficiently 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 billing. Attends and contributes to meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

High School diploma or equivalent and 2 years of call center experience required
Or equivalent combination of education and experience

KNOWLEDGE, SKILLS AND ABILITIES

Demonstrated job related knowledge, proficiency and performance required

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

Average salary estimate

$47016 / YEARLY (est.)

min

max

$40433K

$53599K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Call Center Representative III, Rochester

Join Strong Memorial Hospital as a Call Center Representative III, where your communication skills will shine as you play a vital role in supporting our community. Based in Rochester, New York, you'll engage with patients, providing essential clerical assistance and technical support to ensure their needs are met efficiently. In this full-time position, you will handle everything from patient registration to scheduling appointments, all while adhering to strict protocols. Your expertise will allow you to resolve complex inquiries and contribute to improving our call center processes. Not only will you ensure superior patient access, but you'll also monitor quality interactions to maintain our high standards. With a friendly atmosphere and a commitment to equity and respect, Strong Memorial Hospital is dedicated to creating an inclusive environment. If you're ready to take the next step in your call center career, we encourage you to apply and help us strive for excellence together!

Frequently Asked Questions (FAQs) for Call Center Representative III Role at Rochester

What are the responsibilities of a Call Center Representative III at Strong Memorial Hospital?

As a Call Center Representative III at Strong Memorial Hospital, your main responsibilities include providing communication support services, managing patient inquiries, and ensuring efficient appointment scheduling. You'll act as a subject matter expert, assisting colleagues and mentoring new employees while handling complex calls with professionalism. Additionally, you'll contribute to developing new procedures and maintaining high standards for patient care.