Call Center Representative II

UR Ventures

. Provide comprehensive communication support services for patients of the University of Rochester Medical Center and its affiliates .

Posted 11/3/2026full-timeRochester • New York • United StatesJunior💰 $19 - $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing high volumes of patient inquiries and scheduling appointments while adhering to communication protocols and handling sensitive information. Proficient in providing technical support and ensuring compliance with regulations and best practices.

Highest-signal resume keywords

Customer Service ExperienceElectronic Medical Record ManagementAppointment SchedulingTechnical SupportRegulatory Compliance

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Appointment SchedulingElectronic Medical Record ManagementBilling Inquiry ResolutionTechnical SupportInbound Inquiry Management

Soft Skills

Communication SkillsProblem-SolvingDecision-MakingPrioritizationConfidentiality Handling

Certifications & Qualifications

High School Diploma

Industry Keywords

Patient Communication SupportUR Medicine Branding StandardsCompliance RequirementsConfidential Information HandlingEmergent Situation Resolution

About the role

Key responsibilities & impact

Provide comprehensive communication support services for patients of the University of Rochester Medical Center and its affiliates
Manage a high volume of inbound inquiries via phone, email, and electronic interfaces
Schedule patient appointments and resolve patient issues
Respond to inquiries and handle billing questions
Provide basic technical support and redirect inquiries as necessary
Ensure appropriate use and distribution of Electronic Medical Record information
Make independent decisions to transfer or resolve emergent situations
Anticipate, prioritize, and balance inbound and outbound activity
Initiate outbound communications to achieve optimal patient access targets
Monitor appointment schedules, systems, and resources
Keep abreast of regulations, compliance requirements, and best practices
Handle sensitive and confidential information according to established protocols
Stay informed about UR Medicine branding standards and entity protocols
Attend meetings and participate in training sessions

Requirements

What you’ll need

High School Diploma
1 year of customer service experience
Ability to manage a high volume of inbound inquiries via phone, email, and electronic interfaces
Ability to schedule patient appointments, resolve patient issues, and handle billing inquiries
Ability to provide basic technical support and redirect inquiries as necessary
Ability to appropriately use and distribute Electronic Medical Record information
Ability to make independent decisions to transfer or resolve emergent situations
Adherence to strict communication protocols and handling of sensitive and confidential information
Knowledge of UR Medicine branding standards and entity protocols
Attendance at meetings and participation in training sessions
Ability to comply with regulations and communication protocols

Benefits

Comp & perks

Hybrid work arrangement after satisfactory performance metrics are achieved
Remote work continuation contingent on maintaining required performance
Onsite training
Onsite meetings as necessary