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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, referrals, patient registration, and scheduling. This role involves managing sensitive patient information, resolving access issues, and ensuring efficient patient care coordination within the University of Rochester Medical Center and its affiliates.
Responsibilities
- Provides communication support services including general clerical, information, technical support, provider/service referral, patient registration, and scheduling.
- Collects, assesses, submits, processes, and updates sensitive and confidential information.
- Resolves patient access issues and works with confidential information in accordance with multiple work-flow protocols.
- Answers a large volume of inbound inquiries by phone, email, and other electronic interfaces.
- Schedules patient appointments, resolves patient issues, responds to inquiries, handles billing inquiries, manages complaints, and provides basic technical support following prescribed protocols.
- 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 appropriate action or referral.
- Accurately and efficiently uses business systems and software for navigation, interpretation, reporting, troubleshooting, scheduling, registration, recording information, and documenting problem resolutions.
- Responds to patient calls using expert knowledge 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.
- Anticipates, prioritizes, and maintains a balance between inbound and outbound activity, as well as other clerical and administrative activities.
- Initiates outbound communications to achieve and maintain optimal patient access targets and organizational goals.
- Monitors appointment schedules, systems, and resources.
- Provides feedback and recommendations to achieve efficiency and reduce cost and waste.
- Alerts leads and supervisors to problems with systems, equipment, or resources.
- Responds to inquiries and provides information for patients, physicians, vendors, and customers of various University of Rochester Medical Center entities.
- Keeps abreast of regulations and compliance requirements and applies best practices.
- Understands and avoids issues related to scheduling, initial registration, and billing.
- Attends and contributes to meetings and participates in training sessions.
- 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 may be considered.
Skills
- Communication support
- General clerical
- General information
- Way-finding
- Technical support
- Provider/service referral
- Patient registration
- Scheduling
- Data entry
- Problem-solving
- Decision-making
- Electronic Medical Record (EMR) usage
- Business systems navigation
- Troubleshooting
- Customer service
Location
- 905 Elmgrove Rd, Rochester, New York, United States of America, 14624
Work Type
- Full time
- Regular
Experience Level
- 1 year of customer service experience
Education Level
- High School diploma or equivalent
Salary/Compensations
- $19.72 - $26.62
About the Company
- 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.
- 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
- 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 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.