Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

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 inquiries, resolving access issues, and ensuring efficient use of Electronic Medical Record information.

Responsibilities

• Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services.
• 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.
• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
• Follows 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.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• Makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
• Assesses the urgency of the situation and determines the appropriate action or referral source.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answers patient calls 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 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.
• Independently initiates outbound communications following prescribed protocol and standard operating procedures to achieve and maintain optimal patient access targets and organizational goals/standards.
• Monitors appointment schedules, systems, and resources.
• Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste.
• Alerts leads and supervisor to problems with systems, equipment, work stations, and resources in a timely manner.
• Responds to inquiries and provides 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.
• 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.
• Performs 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

• Communication support
• General clerical
• General information
• Way-finding
• Technical support
• Provider/service referral
• Patient registration
• Scheduling
• Electronic Medical Record information management
• Problem-solving
• Decision-making
• Business systems and software navigation
• Paging issue resolution
• Disaster protocols
• Customer service

Location

• 60 Corporate Woods, Brighton, 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 of Rochester 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.