Call Center Representative II

UR Ventures

Call Center Representative providing communication support services at University of Rochester Medical Center. Handling inbound inquiries, patient registration, and technical support in a healthcare environment.

Posted 5/28/2026full-timeRochester • New York • 🇺🇸 United StatesJunior💰 $19 - $26 per hourWebsite

About the role

Key responsibilities & impact

Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services
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
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
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 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
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, work stations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times
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
Keeps abreast of regulations and compliance requirements and applies best practices
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

Requirements

What you’ll need

High School diploma or equivalent
1 year of customer service experience required
Or equivalent combination of education and experience

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account UR Ventures Website LinkedIn All Job Openings 11 - 50 employees 📚 Education 🤝 B2B 🔬 Science Education
B2B
Science UR Ventures is the innovation and commercialization arm of the University of Rochester, focused on advancing research and academic entrepreneurship. It connects university faculty and researchers with industry partners to facilitate the development of new technologies and businesses that can positively impact society. UR Ventures promotes collaboration, creativity, and knowledge transfer, thereby contributing to the university's mission of making the world ever better. Call Center Representative II 🔥 1 hour ago 🏢🏡 Rochester – Hybrid 💵 $19 - $25 / hour ⏰ Full Time 🟢 Junior 📞 Call Center Representative 🚫👨‍🎓 No degree required Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services
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
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
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 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
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, work stations, and resources in a timely manner to ensure the highest quality and quantity of service is provided at all times
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
Keeps abreast of regulations and compliance requirements and applies best practices
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 🎯 Requirements
High School diploma or equivalent
1 year of customer service experience required
Or equivalent combination of education and experience Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

patient registrationscheduling servicestechnical supportdata processingproblem resolutionElectronic Medical Recordinbound inquiries handlingoutbound communicationsworkflow protocolsdisaster protocols

Soft Skills

communication supportcustomer serviceindependent decision-makingurgency assessmentprioritizationfeedback provisionproblem identificationefficiency monitoringteam collaborationadaptability

Certifications

High School diploma or equivalent