Call Center Representative II

UR Ventures

. Provide communication support services including general clerical support, information, way-finding, technical support, provider/service referral, patient registration, and scheduling .

Posted 10/12/2026full-timeRochester • New York • United StatesJunior💰 $20 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in managing patient inquiries, scheduling appointments, and maintaining compliance with regulations while handling sensitive information. Utilizes business systems for effective communication and documentation in a healthcare environment.

Highest-signal resume keywords

Customer Service ExperienceElectronic Medical Record ManagementBusiness Systems ProficiencyConfidential Information HandlingRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Patient RegistrationAppointment SchedulingDocumentationReportingTroubleshootingData AnalysisWay-FindingTechnical SupportIssue ResolutionWorkflow Protocols

Soft Skills

CommunicationProblem-SolvingAttention to DetailInterpersonal SkillsAdaptability

Tools & Technologies

Business SoftwareElectronic InterfacesScheduling SystemsPatient Management Systems

Industry Keywords

HealthcarePatient CareCompliance RequirementsStandard Operating ProceduresConfidentiality

About the role

Key responsibilities & impact

Provide communication support services including general clerical support, information, way-finding, technical support, provider/service referral, patient registration, and scheduling
Answer high volumes of inbound inquiries by phone, email, and electronic interfaces
Schedule appointments, resolve patient issues, respond to patient and physician inquiries, handle or redirect billing inquiries, manage complaints, and provide basic technical support
Collect, assess, submit, process, and update sensitive and confidential information
Assess urgent situations and determine appropriate actions or referral sources
Use business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, register patients, record information, and document resolutions
Research, resolve, and document non-routine paging issues affecting patient care
Initiate outbound communications, make routine appointments, manage wait/recall lists, and communicate event cancellations, changes, and updates
Monitor appointment schedules, systems, and resources; recommend improvements to efficiency and waste reduction
Alert leads and supervisors to issues with systems, equipment, workstations, and resources
Provide information and connect callers for patients, physicians, vendors, and customers of University of Rochester Medical Center entities
Keep current with regulations and compliance requirements
Attend meetings and training sessions and contribute to communication protocol and process updates
Perform other duties as assigned

Requirements

What you’ll need

High School diploma or equivalent and 1 year of customer service experience required
Or equivalent combination of education and experience
Ability to handle confidential and sensitive information
Ability to use business systems and software for scheduling, registration, documentation, reporting, troubleshooting, and analysis
Ability to follow communication protocols and Standard Operating Procedures
Ability to assess urgency and appropriately transfer, refer, or resolve patient inquiries
Ability to work with Electronic Medical Record information and multiple workflow protocols
Ability to maintain compliance with regulations and requirements