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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.

Job Location (Full Address):

919 Westfall Rd, Bldg B, Rochester, New York, United States of America, 14618

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500164 SMH Neurology Call Center

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 205 H

Compensation Range:

$20.31 - $27.42

_The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations._

Responsibilities:

Provides communication support services including: general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the Neurology Department of the University of Rochester Medical Center on behalf of the physicians and medical providers. 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. Contributes to the execution of new protocols and procedures within the Neurology Access Center. Provides guidance on the most complex calls and issues, acts as a subject matter expert for others on the team. Monitors and audits customer interactions for quality and accuracy.

ESSENTIAL FUNCTIONS

+ Proficiently performs the job duties of a Call Center Rep. In addition demonstrates advanced competencies, handles complex calls and precepts new employees as needed.

+ Participates, researches and contributes to the execution of new protocols and procedures. Is a subject matter expert who assists with answering questions, reviews department and division protocols to ensure accuracy and performs quality audits on customer interactions.

+ Answers and provides guidance to complex patient inquiries using expert knowledge to respond to individual patient needs while adhering to specific protocols within the divisions of Neurology. 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. As required, performs disaster protocols. Resolves inquiries efficiently and escalates appropriately so 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 in order to achieve and maintain optimal patient access targets and organizational goals/standards. This may include, but is not limited to making routine appointment reminders, managing wait/recall lists and communications regarding event cancellations, changes and updates.

+ Monitors appointment schedules, systems, and resources. Provides feedback/suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste. Alerts leads and supervisors to issues that impact contact center performance (i.e. systems, equipment, and resources) in a timely manner to ensure highest quality and quantity of service is provided at all times. Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for internal and external customers and stakeholders in order to answer inquiries and connect callers.

+ Keeps abreast of regulations, compliance requirements and applies best practices. Is aware of 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.

+ Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

+ High School Diploma required

+ 2 years of call center experience required

KNOWLEDGE, SKILLS AND ABILITIES

+ Demonstrated job related knowledge, proficiency and performance required

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. 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.

Notice: If you are a **Current Employee,** please **log into myURHR** to search for and apply to jobs using the Jobs Hub. Your application, if submitted using this portal, cannot be moved forward.

Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals.

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.