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About the Role

The University of Rochester is seeking an individual to provide communication support services, including general clerical, information, technical support, patient registration, and scheduling. This role involves managing patient access, resolving issues, and ensuring accurate documentation within various business systems.

Responsibilities

• Provides communication support services including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling.
• 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.
• Answers a large volume of inbound inquiries by phone, email, and other electronic interfaces.
• Schedules patient appointments, resolves patient issues, responds to patient/physician inquiries, handles billing inquiries, manages patient/customer complaints, and provides basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Makes independent decisions to act outside of protocol to transfer, refer, or resolve emergent situations.
• Assesses the urgency of situations and determines the appropriate action or referral source.
• Accurately and efficiently uses appropriate business systems and/or software for navigation, interpretation, reporting, troubleshooting, scheduling, registration, information recording, and problem documentation.
• Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols.
• Determines when situations warrant contacting Administrators, on-call physicians, Security, or Public Relations.
• Researches, resolves, and documents non-routine paging issues that have impacted or delayed patient care.
• Performs disaster protocols as required.
• 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.
• Initiates outbound communications to achieve and maintain optimal patient access targets and organizational goals, including making routine appointments, managing wait/recall lists, and communicating event cancellations, changes, and updates.
• Monitors appointment schedules, systems, and resources.
• Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste.
• Alerts leads and supervisors to problems with systems, equipment, work stations, and resources.
• Responds to inquiries and provides information for patients, physicians, vendors, and customers.
• 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.
• Other duties as assigned.

Requirements

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

Skills

• Customer service
• Communication support
• General clerical
• General information
• Way-finding
• Technical support
• Provider/service referral
• Patient registration
• Scheduling
• Electronic Medical Record information management
• Business systems navigation
• Problem resolution
• Paging issue resolution
• Disaster protocols
• UR Medicine branding standards

Location

• 10 Miracle Mile Dr, Rochester, New York, United States of America, 14623

Work Type

• Full time
• 40 hours per week

Experience Level

• 1 year of customer service experience

Education Level

• High School diploma or equivalent

Salary/Compensations

• $19.72 - $26.62 per hour

About the Company

• 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.
• The University is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s 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 our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.