Call Ctr Representative

Rochester, NY


Scheduling patient appointments, processing and updating of sensitive and confidential information, resolves patient access issues and performs general clerical and communication support services


  • Independently answers large volume of inbound inquiries in order to schedule and assist patient’s access issues. During the call makes independent decisions to refer/resolve emergent situations. Access the appropriate business systems and/or software to navigate, interpret, analyze, report, troubleshoot, schedule appts, register patients and access records information. Documents problem resolutions.

  • Sorts patient calls and schedules appointments using expert knowledge to respond to patient needs while following protocols. Determines when situations warrant contacting Administration, security, or Public Relations. Registers patients in Axium system and resolves inquiries efficiently. Escalates calls appropriately so all calls are resolved/documented

  • Anticipates, prioritizes and maintains a balance between inbound & 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 & maintain optimal patient access targets & organizational goals/standards. This may include, but is not limited to, making routine appt reminders, managing wait lists and communications regarding event cancellations, changes, updates.

  • Monitors appt schedules, systems and resources. Provides feedback/suggestions to Leads, Supervisors and/or departments. Alerts Leads to problems with systems, equipment, work stations, and resources in a timely manner. Responds to inquiries and provides information to depts, persons, patients in order to answer inquiries and connect callers.

  • Keeps abreast of regulations, compliance /HIPAA requirements and applies best practices. Is aware of, and avoids, issues downstream related to scheduling, initial registration and billing. Keeps current on payer websites. All other duties as assigned.


  • High School Diploma required

  • Phone or intra-personal experience in dealing with customers using excellent verbal and written communications reuqired

  • Experience in dealing with customers, computer literate, ability to multi-task and demonstrate excellent verbal and written communication skills required

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $18.00 - $23.40 Hourly

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.

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