UR Ventures

Call Center Representative

• 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

Call Center Representative II

Content Marketing Manager

• Provide project support to cross-functional teams on various departmental projects
• Assist in the preparation of project reports, presentations, documentation, or other related materials
• Maintain project files and records, ensuring all documents are up-to-date and easily accessible
• Schedule and coordinate meetings, appointments, and travel arrangements for project team members
• Prepare meeting agendas, take minutes, and distribute to relevant stakeholders
• Track project progress and update project schedules and timelines
• Collect and compile data for project analysis and reporting
• Assist in creating spreadsheets, charts, and graphs to support project tracking and reporting
• Other duties as assigned.

Digital Content Project Assistant

Administration

• Serves as the administrative and financial deputy for the research mission of the School of Nursing.
• Oversight of research operations including resource allocation, financial management, grants and contracts administration.
• Establishes policies, procedures and processes for all activities and implements and monitors strategic planning objectives.

Assistant Director – Research Administration

Business Analyst

• Provides leadership and expertise and works closely with their peer group, team leads, application build teams and business, financial, operational, clinical and other stakeholders as designated to support assigned project and/or peer group functions.
• Develops requirements and designs documentation along with use cases, based on user input.
• Designs future state workflow and business processes, process analysis and creates testing strategies and offers input to peer team that supports planning and implementation of new systems or functions to ensure they are delivered with quality.
• Documents current state and future state processes and conducts gap analysis for assigned projects.
• Works with user communities to understand and document business requirements.

Senior IT Business Analyst

Customer Support

• Performs complex secretarial and administrative duties in a fast-paced environment supporting clinical, educational, and academic programs.
• Responsible for all clinic preparations, including but not limited to providers' time and calendar management while optimizing provider-patient schedule, coordination of patient care, and information/data support.
• Serves as primary contact for provider(s).
• Manages provider(s) calendar and prioritizes appointments and meetings based on provider preferences.
• Chooses and recommends among competing demands.
• Examines the clinical schedule(s) on a continuous basis to identify opportunities for optimizing the time and effort of providers.
• Finds missing orders and sends them for review and approval.
• Anticipates needs of insurance companies by gathering all necessary information for referrals and prior authorizations.
• Applies provider preferences and protocols in selecting multiple possibilities to execute and/or delegate follow-up actions based on the provider’s patient notes.
• Composes, edits, and obtains signatures for non-routine letters of correspondence related to appeals on denied claims, including compiling all necessary information and drafts for provider signature.
• Manages provider(s) documentation and information.
• Composes and types non-routine correspondence providing factual information.
• Arranges travel, conference registration, and hotel accommodations.
• Interfaces with organizations, hospitals, and others to facilitate invited lectures and speaking engagements for the provider.
• Researches hospital medical records for the information requested by physicians, insurance companies, and attorneys.
• Determines the order of daily surgeries and ambulatory procedures based on the patient’s medical conditions and severity.
• Negotiates surgical/procedure schedule by communicating complex details directly to the Operating Room scheduling office and Ambulatory Surgical Center Staff.
• Authorizes overbooking and rearranging of surgeon's Operating Room schedules based on case complexity and medical urgency.
• Authorizes rescheduling when cancellations occur by applying protocols for surgical scheduling.
• Orders all necessary surgical/procedure equipment, devices, and medication based on the application of protocols needed to conduct the surgery/procedure.
• Follows-up to confirm the order is fulfilled and ready for surgery/procedure.
• Employs multiple contingency strategies to ensure all details, materials, and locations are ready for surgery/procedures as scheduled.
• Ensures patient education and follow-up details vary according to pre-operative readiness and post-operative rehabilitation expectations and activities.
• Accountable for completeness of all relevant information from pre-op testing and evaluations for review by the anesthesiologist and the Operating Room.
• Assembles the necessary details from multiple tabs within the electronic medical record for review and inclusion when completing disability paperwork.
• Assesses calls to understand patient needs, prioritizes medical concerns, and obtains responses from providers and follows up with patients.
• Serves as main point of contact for patients pre and post-operative.
• Other duties as assigned.

Call Center Representative II

Digital Content Project Assistant

Assistant Director – Research Administration

Senior IT Business Analyst

Physician Support Rep III