114 Customer Service Representatives jobs in Hilton

Cellular Sales

Call Center Representative

Customer Service | Business Development

Since opening our doors in 1993, Cellular Sales has differentiated itself from all others in the wireless industry by providing a concierge level customer experience both during and after the sale. Our more than 7000 team members operate over 770 retail locations in 32 states offering a premium level of customer service. Throughout our continued growth, we've remained committed to empowering our customers and our team to achieve their personal and professional goals.

Cellular Sales is not only an incredible opportunity, we also specialize in developing less experienced individuals wanting to achieve a new level of professional success. If you have a proven record of success, a strong work ethic and are looking for a career-defining opportunity, apply now to join our award winning team!

Job Description

$17- $20 per hour depending on experience and skill level.

Summary/Objective Provide ongoing support to the current sales force. Ideal candidates will be creative and analytical. Should seek to build off of current foundation, and improve procedures and methods already in place. Candidates should be able to take feedback and criticism to improve productivity.

Essential Functions

• Follow up on distributed leads
• Generate store traffic and contribute to the market's success
• Handle customer inquiries both by phone and text
• Support sales force by generating sales leads
• Follow communication scripts when handling different topics
• Research required information using available resources
• Provide customers with product and service information
• Candidates should be able to take feedback and criticism to improve productivity and character

Competencies

• Attention to Detail: Taking responsibility for a thorough and detailed method of working.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Planning and Organizing: Setting priorities and defining actions, time, and resources needed to achieve predefined goals.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Written Communication: Expressing ideas and opinions clearly in properly structured, well-organized, and grammatically correct reports or documents; utilizing language and terminology.

Supervisory Responsibility This position has no supervisory responsibilities.

Work Environment This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

Must be able to sit for long periods of time. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend or stand on a stool as necessary.

Position Type/Expected Hours of Work This is a full-time position.

Travel No travel is expected for this position.

Required Education and Experience

• High School diploma or GED

Preferred Education and Experience

• Previous office experience
• Proficient in Microsoft Office
• Knowledge of customer service principles and practices
• Experience in a call center or customer service environment
• Data entry and typing skills (including 10 key)

Essentials

• Positive attitude
• High school diploma or equivalent; college degree preferred
• Minimum two years of related work experience
• Effective communication skills
• Interest and understanding of technology products and services
• Business ownership mentality

Compensation

• The highest in the wireless industry

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):**
601 Elmwood Ave, Rochester, New York, United States of America, 14642
**Opening:**
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
UR Med Access Center
Work Shift:
UR - Day (United States of America)
Range:
UR URCB 204 H
Compensation Range:
$18.71 - $25.27
_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:**
GENERAL PURPOSE
Provides communication support services, including general clerical, general information, wayfinding, 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. 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.
**ESSENTIAL FUNCTIONS**
+ Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
+ Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support.
+ Ensures appropriate use and distribution of Electronic Medical Record information.
+ During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
+ Assesses the urgency of the situation and determines the appropriate action or referral source.
+ Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
+ Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations. Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations. Research, 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 to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
+ Monitors appointment schedules, systems, and resources. Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the 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 to answer inquiries and connect callers.
+ Keeps abreast of regulations and compliance requirements and applies best practices. Understands 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 or equivalent and 1 year of customer service experience required
+ Or equivalent combination of education and experience
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.

Job Title

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: 905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: UR Med Access Center

Work Shift: UR - Day (United States of America)

Range: UR URCD 204 H

Compensation Range: $19.47 - $25.77

Responsibilities

General Purpose Provides communication support services, including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services to the patients 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 call 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. while additionally demonstrating advanced competencies.
• Handles complex calls and precepts new employees as needed.
• Participates, researches, and contributes to the execution of new protocols and procedures.
• Acts as a subject matter assisting with answering questions and reviewing department trackers to ensure accuracy.
• 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 for University Medical Center departments and affiliate organizations.
• Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations.
• Researches, resolves, and documents non-routine paging issues which impact or delay patient care.
• As required, performs disaster protocols.
• Resolves inquiries efficiently and escalates appropriately to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including 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 and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste.
• Alerts leads and supervisors to issues impacting contact center performance in a timely manner to ensure the 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 to answer inquiries and connect callers.
• Keeps abreast of regulations and compliance requirements and applies best practices.
• Understands 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 or equivalent and 2 years of call center experience required
• Or equivalent combination of education and experience

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.

University of Rochester Medical Center Position

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: 905 Elmgrove Rd, Rochester, New York, United States of America, 14624

Opening: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: UR Med Access Center

Work Shift: UR - Day (United States of America)

Range: UR URCB 204 H

Compensation Range: $18.71 - $25.27

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, wayfinding, 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. 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.

Essential Functions:

• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
• Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
• Assesses the urgency of the situation and determines the appropriate action or referral source.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
• Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations. Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations. Research, 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 to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
• Monitors appointment schedules, systems, and resources. Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the 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 to answer inquiries and connect callers.
• Keeps abreast of regulations and compliance requirements and applies best practices. Understands 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 or equivalent and 1 year of customer service experience required. Or equivalent combination of education and experience.

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.

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):**
10 Miracle Mile Dr, Rochester, New York, United States of America, 14623
**Opening:**
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
Orthopaedic Appt Ctr
Work Shift:
UR - Day (United States of America)
Range:
UR URCB 204 H
Compensation Range:
$18.71 - $25.27
_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:**
GENERAL PURPOSE
Provides communication support services, including general clerical, general information, wayfinding, 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. 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.
**ESSENTIAL FUNCTIONS**
+ Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
+ Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support.
+ Ensures appropriate use and distribution of Electronic Medical Record information.
+ During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
+ Assesses the urgency of the situation and determines the appropriate action or referral source.
+ Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
+ Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations.
+ Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations.
+ Research, 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 to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
+ Monitors appointment schedules, systems, and resources.
+ Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste.
+ Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the 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 to answer inquiries and connect callers.
+ Keeps abreast of regulations and compliance requirements and applies best practices.
+ Understands 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 or equivalent and 1 year of customer service experience required
+ Or equivalent combination of education and experience
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.

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):**
275 Hutchison Rd, Rochester, New York, United States of America, 14627
**Opening:**
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
SMH Hem/Onc - Strong West
Work Shift:
UR - Day (United States of America)
Range:
UR URCB 204 H
Compensation Range:
$18.71 - $25.27
_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:**
GENERAL PURPOSE
Provides communication support services, including general clerical, general information, wayfinding, 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. 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.
**ESSENTIAL FUNCTIONS**
+ Answers large volume of inbound inquiries by phone, email, and other electronic interfaces.
+ Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries, handle or redirect billing inquiries, handle patient/customer complaints and provide basic technical support.
+ Ensures appropriate use and distribution of Electronic Medical Record information.
+ During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
+ Assesses the urgency of the situation and determines the appropriate action or referral source.
+ Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, register patients, record information, and document problem resolutions.
+ Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for University Medical Center departments and affiliate organizations.
+ Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations.
+ Research, 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 to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including but is not limited to, making routine appointments, managing wait/recall lists, and communications regarding event cancellations, changes, and updates.
+ Monitors appointment schedules, systems, and resources.
+ Provides feedback and recommendations to achieve, monitor, and maintain efficiency, reducing cost, and reducing waste.
+ Alerts leads and supervisor to problems with systems, equipment, workstations, and resources in a timely manner to ensure the 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 to answer inquiries and connect callers.
+ Keeps abreast of regulations and compliance requirements and applies best practices.
+ Understands 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 or equivalent and 1 year of customer service experience required
+ Or equivalent combination of education and experience
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.

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):**
601 Elmwood Ave, Rochester, New York, United States of America, 14642
**Opening:**
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
SMH Neurology Pediatrics
Work Shift:
UR - Day (United States of America)
Range:
UR URCB 204 H
Compensation Range:
$18.71 - $25.27
_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:**
GENERAL PURPOSE
Provides communication support services including general clerical, general information, wayfinding, 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.
**ESSENTIAL FUNCTIONS**
+ Answers large volume of inbound inquiries by phone, email and other electronic interfaces.
+ Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
+ Ensures appropriate use and distribution of Electronic Medical Record information.
+ During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
+ Assesses the urgency of the situation and determines the appropriate action or referral source.
+ 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.
+ Answers patient calls using expert knowledge to respond to individual patient needs while adhering to specific protocols for many University Medical Center departments and affiliate organizations.
+ 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 appointments, managing wait/recall lists and communications regarding event cancellations, changes and updates.
+ Monitors appointment schedules, systems, and resources.
+ Provides feedback and suggestions for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste.
+ Alerts leads and supervisor to problems with systems, equipment, workstations, 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.
+ Keeps abreast 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
+ 1 year of customer service experience. Required
+ Or equivalent combination of education and experience 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.

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):**
905 Elmgrove Rd, Rochester, New York, United States of America, 14624
**Opening:**
Worker Subtype:
Regular
Time Type:
Full time
Scheduled Weekly Hours:
40
Department:
UR Med Access Center
Work Shift:
UR - Day (United States of America)
Range:
UR URCD 204 H
Compensation Range:
$19.47 - $25.77
_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:**
GENERAL PURPOSE
Provides communication support services, including general clerical, general information, wayfinding, technical support, provider/service referral, patient registration, and scheduling services to the patients 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 call 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. while additionally demonstrating advanced competencies.
+ Handles complex calls and precepts new employees as needed.
+ Participates, researches, and contributes to the execution of new protocols and procedures.
+ Acts as a subject matter assisting with answering questions and reviewing department trackers to ensure accuracy.
+ 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 for University Medical Center departments and affiliate organizations.
+ Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations.
+ Researches, resolves, and documents non-routine paging issues which impact or delay patient care.
+ As required, performs disaster protocols.
+ Resolves inquiries efficiently and escalates appropriately to ensure 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 to achieve and maintain optimal patient access targets and organizational goals/standards, including 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 and recommendations to achieve, monitor, and maintain efficiency, reduce cost, and reduce waste.
+ Alerts leads and supervisors to issues impacting contact center performance in a timely manner to ensure the 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 to answer inquiries and connect callers.
+ Keeps abreast of regulations and compliance requirements and applies best practices.
+ Understands 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 or equivalent and 2 years of call center experience required
+ Or equivalent combination of education and experience
**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.