Call Center Representative III

Rochester, NY


General Purpose :

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.


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.


  • High School diploma or equivalent and 2 years of call center experience

  • Or equivalent combination of education and experience

  • 1 year of Neurology Access Center (preferred)

  • Demonstrated job related knowledge, proficiency and performance.

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: $19.08 - $25.77 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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Location: Health Sciences
Full/Part Time: Full-Time