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UR Ventures
UR Ventures
11 – 50 Employees
B2BEducationScience
UR Ventures is the University of Rochester’s innovation and commercialization office, helping move university research toward practical use. It works with faculty and researchers to develop technologies and academic ventures, and connects them with industry partners to support collaboration and knowledge transfer. Its work spans education, science, and business partnerships, contributing to the university’s mission to make the world ever better.
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Medical Center Call Center Representative II

Support University of Rochester Medical Center patients by answering questions and coordinating appointments, registration, and referrals. Handle confidential medical information and route urgent requests appropriately.

USUnited StatesNYNew York
$19 – $26 / hour
HybridFull-timeJuniorNo degree requiredEnglish RequiredCall Center Representative

Description

  • Provide clerical, informational, technical, way-finding, referral, registration, and scheduling support.
  • Respond to a high volume of inquiries through phone, email, and electronic channels.
  • Schedule appointments, address patient concerns, answer patient and physician questions, route billing inquiries, manage complaints, and offer basic technical assistance.
  • Collect, evaluate, submit, process, and update confidential, sensitive information.
  • Evaluate urgent situations and choose the appropriate response or referral.
  • Use business systems and software to analyze and report information, troubleshoot, schedule, register patients, maintain records, and document resolutions.
  • Investigate, resolve, and document unusual paging issues that affect patient care.
  • Contact people proactively, book routine appointments, manage wait and recall lists, and share event cancellations, changes, and updates.
  • Track schedules, systems, and resources, and suggest ways to improve efficiency and reduce waste.
  • Notify team leads and supervisors about problems with systems, equipment, workstations, or resources.
  • Share information and connect callers on behalf of patients, physicians, vendors, and customers of University of Rochester Medical Center entities.
  • Stay informed about applicable regulations and compliance requirements.
  • Take part in meetings and training, and contribute to updates to communication protocols and processes.
  • Handle other duties as assigned.

Requirements

  • High school diploma or equivalent, plus one year of customer service experience, or an equivalent combination of education and experience.
  • Handle confidential and sensitive information appropriately.
  • Use business systems and software for scheduling, registration, documentation, reporting, troubleshooting, and analysis.
  • Follow communication protocols and standard operating procedures.
  • Assess urgency and appropriately transfer, refer, or resolve patient inquiries.
  • Work with electronic medical record information and multiple workflow protocols.
  • Maintain compliance with applicable regulations and requirements.
  • Benefits

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