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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 sensitive information and resolving patient access issues within established protocols.
Responsibilities
- Provides communication support services including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services.
- Collects, assesses, 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, and manages patient/customer complaints.
- 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 appropriate action or referral source.
- Accurately and efficiently uses business systems and software to navigate, interpret, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
- Answers patient calls using expert knowledge to respond to individual 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.
- Performs disaster protocols as required.
- Resolves inquiries efficiently and escalates appropriately.
- Anticipates, prioritizes, and maintains a balance between inbound and outbound activity and other clerical/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 suggestions for efficiency, cost reduction, and waste reduction.
- Alerts leads and supervisors to problems with systems, equipment, workstations, 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.
- 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
- Communication support
- General clerical
- General information
- Way-finding
- Technical support
- Provider/service referral
- Patient registration
- Scheduling
- Managing sensitive information
- Resolving patient access issues
- Electronic Medical Record (EMR) information management
- Business systems and software utilization
- Problem-solving
- Decision-making
- Prioritization
- Interpersonal skills
Location
- 601 Elmwood Ave, Rochester, New York, United States of America, 14642
Work Type
- Regular
- Full time
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.