Full Time 40 hours Grade 007 Psychiatry SMH Ambulatory Svcs

9:30 AM-6 PM

POSITION SUMMARY:

Provides communication support services including: general clerical, receptionist, responds to billing questions, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center and its affiliates on behalf of the physicians and medical providers associated with the University. Involves the collecting, assessing, submitting, processing and updating of 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.

TYPICAL DUTIES:

• Answers Incoming Calls- Independently answers large volume of inbound inquiries (such as, but not limited telephone calls, email messages, Electronic Medical Record and/or other electronic interfaces) handles or redirects inquiries, handles patient/customer complaints and provides basic technical support, refer for emergent situations. Sorts patient calls using expert knowledge to respond to individual patient needs while responding to specific protocols. Determines when situations warrant contacting a supervisor or transferring to our Crisis Call

• Line. Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.

• Makes Outgoing Calls- 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 lists and communications regarding event cancellations, changes

• and updates.

• Appointment Scheduling- Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.

• Teamwork and Collaboration- Monitors appointment schedules, systems, and resources. Provides feedback/suggestions to leads/supervisors for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, work stations, 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 patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.

• Meetings/Trainings- 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.

• Redirects Calls- Researches, resolves and documents non-routine issues which have impact patient care. Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical

• Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.

Other duties as assigned

MINIMUM QUALIFICATIONS:

High School education and 1-2 years hospital and/or receptionist/switchboard/customer service experience; or an equivalent combination of education and experience.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as 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.

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled