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):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500350 Imaging Sciences-Call 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:

With minimal direction and considerable latitude for independent judgment, performs complex secretarial and administrative duties in a fast-paced environment in support of 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.

SUPERVISION AND DIRECTION RECEIVED: Receives minimal direction from physician, mid-level providers, department head and/or administrative officer. Is responsible for independently planning, executing and evaluating own work.

RESPONSIBILITIES:

Referring Provider Delegate:

Serves as primary contact for referring providers (MDs, NPs, PAs, etc.). Manages and prioritizes appointments based on provider preferences, medical severity. Uses critical judgement and makes recommendations upon competing demands. Examines the clinical schedules on a continuous basis to identify opportunities to optimize resource availability. Researches pending orders and determines clinical viability for scheduling the appropriate modality and site. Applies referring provider preferences in selecting from multiple possibilities to execute follow up actions based on the provider’s patient notes. Frequently composes, edits and distributes non-routine letters of correspondence related to patient’s exam preparation. Arranges travel and hotel accommodations for referring providers┐ patient population. Interfaces with organizations, businesses and others to facilitate patients travel needs and forthcoming imaging appointment detail. Researches hospital medical records for information requested by physicians and administration. Manages patient requisition archival and retrieval. Responds quickly in stressful situations with acting appropriately and professionally

Imaging Procedure Scheduling:

Decides, using independent critical thinking, the scan requirements of requested exam procedures based upon patient┐s medical indications and urgency. Schedules imaging studies into multiple organizations (IE: Strong Memorial Hospital, East River Rd, Strong West, Red Creek, Highland Hospital, UMI and FFT). Reaches out to Highland Hospital and Noyes to accommodate patients as required for optimal patient experience. Negotiates complex exams, requiring additional decision points (sequence of coupled/multiple studies, blocked time on separate section-specific calendars, order radiopharmaceuticals, film retrieval, other as needed). Responds to workflow and technological changes in positive and supportive ways.

Requests all ancillary study/patient requirements such as pharmaceuticals, translation services, transportation, etc. Negotiates imaging exam schedules by communicating directly with modality supervisors.

Based on the nature of the exam, provides the appropriate patient education and details accordingly in relation to exam readiness. Is accountable for completeness of all relevant information. Fluently translates all table times┐ intoarrival times┐ for patient ease of understanding. Determines patient inquiry and communicates requested information to Televox (automated reminder system) recipients.

Patient/Provider Liaison:

Assembles from multiple technology platforms (Erecord, Eview, RightFax), the necessary details for review and inclusion to identify opportunities for expediting the requests of the providers and patients. Assesses the needs of referring physicians┐ patients through detailed documentation and prioritization. Provides timely service recovery, including management interface when appropriate. Supports providers by interfacing out to the Central Authorization Team with all urgent add-on detail enabling faster appointment generation. Serves as concierge to patient for all travel, hotel accommodation and direction information to out of town patients. Serve as the main point of contact for all patients, referring physicians, technologists and radiologists pre and post exam. Maintains security of all databases and confidential provider and patient information.

Other duties as assigned

QUALIFICATIONS:

High School Diploma required.

Associates Degree in Business Management or Health Care Management preferred

Minimum of 2 years relevant experience with hospital call center, supervisory and/or customer service or equivalent combination of education and experience required.

Ability to work independently using high-level decision-making skills, attention to detail and organizational skills desired.

Strong customer service skills, oral and written communication and interpersonal communication skills are essential required.

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

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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 commit to diversity, equity, and inclusion and 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.