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About the Role

The University of Rochester is seeking a support services professional to provide communication support, including clerical, information, technical support, and patient registration services. This role involves managing sensitive information, resolving patient access issues, and adhering to multiple work-flow protocols to ensure optimal patient care and access.

Responsibilities

• Provide communication support services including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services.
• Collect, assess, submit, process, and update sensitive and confidential information.
• Resolve patient access issues within limits and work with confidential information from various business systems.
• 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 inquiries, handle billing inquiries, manage 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.
• Assess the urgency of situations and determine the appropriate action or referral source.
• Accurately and efficiently use business systems and/or software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answer patient calls using expert knowledge to respond to individual needs while adhering to specific protocols.
• Determine when situations warrant contacting Administrators, on-call physicians, Security, or Public Relations.
• Research, resolve, and document non-routine paging issues that have impacted or delayed patient care.
• Perform disaster protocols as required.
• Resolve inquiries efficiently and escalate appropriately.
• Anticipate, prioritize, and maintain a balance between inbound and outbound activity, as well as other clerical and administrative activities.
• Independently initiate outbound communications to achieve and maintain optimal patient access targets and organizational goals.
• Monitor appointment schedules, systems, and resources.
• Provide feedback and suggestions for improving efficiency, reducing costs, and minimizing waste.
• Alert leads and supervisors to problems with systems, equipment, workstations, and resources.
• Respond to inquiries and provide information for patients, physicians, vendors, and customers based on branding standards and entity protocol.
• Stay informed about regulations, compliance requirements, and apply best practices.
• Avoid issues related to scheduling, initial registration, and billing.
• Attend and contribute to meetings and training sessions.
• Perform other duties as assigned.

Requirements

• High School Diploma required.
• 1 year of customer service experience required.

Skills

• Communication support
• Clerical support
• Information services
• Wayfinding
• Technical support
• Patient referral
• Patient registration
• Scheduling
• Data entry
• Problem-solving
• Electronic Medical Records (EMR) usage
• Business systems navigation
• Troubleshooting
• Customer service

Location

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

Work Type

• Full time
• 40 hours per week

Experience Level

• 1 year of customer service experience

Education Level

• High School Diploma

Salary/Compensations

• $19.72 - $26.62 per hour

About the Company

• The University of Rochester is a community defined by a deep commitment to Meliora - Ever Better.
• Values include equity, leadership, integrity, openness, respect, and accountability.
• Committed to fostering, cultivating, and preserving an inclusive and welcoming culture.
• Mission: To Learn, Discover, Heal, Create – and Make the World Ever Better.

Equal Opportunity

• 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 characteristic protected by federal, state, or local law (Protected Characteristics).
• This commitment extends to non-discrimination in the administration of policies, admissions, employment, access, and recruitment of candidates.