Experience Inc. Jobs

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):

255 Crittenden Blvd, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

600224 SON Ctr Nursg Entrepreneurship

Work Shift:

UR - Day (United States of America)

Range:

UR URG 104 H

Compensation Range:

$18.65 - $26.11

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:

GENERAL PURPOSE:

This position ensures an exceptional customer service experience across multiple service lines and forums within the Center for Employee Wellness (CEW) program as well as supervision of the biometric clerk team. This includes the general helpline; wellness program ticket system, email queue, and phone line; self-scheduling system; and telephonic outreach. This position also provides general program and administrative support for various areas of the employee wellness program to monitor and ensure positive customer experience, reporting, and communication.

RESPONSIBILITIES:

Customer Service:

• Manages customer service Helpline

• Develops routine reports about number of calls, types of calls, etc.

• Logs call duration and topic in system

• Manages tickets in the Wellness Programs RT system and assign a responsible person (as needed)

• Monitors Wellness programs email queue, responds to client questions and schedule requests as appropriate

• Receives and documents issues received via managed queues and involve appropriate staff/ leadership in problem resolution

• Contacts clients as necessary to schedule/reschedule appointments (biometric screening, coaching, etc.)

Program Outreach/Scheduling:

• Supports self-scheduling system for Wellness Program intakes and reschedules appointments

• Verifies eligibility and consent of clients for coaching programs; ensures clients are referred to the appropriate clinician for their first visits, have received appointment confirmation and program materials prior to their first appointment, and have completed any necessary paperwork as required

• Oversees and initiates direct engagement and communication for those referred to CM coaching and group programs and educate potential clients on what coaching programs can do for them

• Collaborates with the Client Experience Manager to perform outreach in response to system-generated engagement reporting

• Documents outreach in Wellness Program Manager

Biometric Screening clinic system entry

• Verifies the accuracy of the biometric clinic draft schedule as provided by Client Engagement Managers

• Performs data entry of clinic details (nurse/clerk resources, time, location, screening slots, etc.) into scheduling software.

• Communicates with nurse/clerk staff as necessary to confirm details and make adjustments for sick calls and other changes

• Ensures scheduling of non-staffing resources, including location/room reservations, access, infrastructure, and supportive services (technology, translation, etc.) for each service line

Program Support:

• Assists in preparing routine employer reports using Nightingale standard reports and templates

• Reviews and recommends improvements to Director of Operations

• Manages logistical aspects of group clinical programs, for example creating and managing cohorts, communicating with interested parties about group program details

• Reviews and validates nurse mileage logs and reimbursement requests

• Sends PCP letters via templated eRecord process communicating biometrics values of clients with identified PCP.

• Enters provider lab values into CEW system submitted via fax or email queue

• Monitors selected reports in WPM and identify trends

General Administrative Support:

• Manages calendar (esp. for big meetings that require coordination of multiple calendars)

• Assists in creating/editing documents and presentations (Word, Excel, PDFs, PowerPoint) as necessary

• Orders marketing, advertising, and support supplies

• Organizes and plans departmental clinics

• Inspects/reviews clinic locations and layouts

• Backup for Biometric Clinic clerking

• Assists Client Engagement Managers as needed with room assignments for on-site clinicians, nurse availability management

Biometric Clerk Staffing:

• Manages/supervises biometric clerks, including assigning coverage for clinics as well as other duties as needed.

Other duties as assigned

QUALIFICATIONS:

• High School education/graduation required.

• Some post-High School education or college preferred.

• At least 2 years of related work experience required.

• 2 years of secretarial or office experience preferred.

• or an equivalent combination of education and experience

• Excellent customer service and communication skills. Proficient computer skills 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.