Customer Service & Support Jobs in City of Rochester, NY (Now Hiring) — 360 open — Page 9

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Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:

Regular

Time Type:

Part time

Scheduled Weekly Hours:

20

Department:

500181 Social Work-Patient & Fam Svcs

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 205 H

Compensation Range:

$20.30 - $27.41

Responsibilities:

The Department of Social Work and Patient & Family Services at the University of Rochester invites applications for a Social Work Intake Coordinator to join the Social Work Department. Our department provides support and connection to department and community resources for addressing a variety of patient needs based on social determinants of health challenges. The Social Work Department Intake Coordinator is an integral member of the Social Work and Patient & Family Services team. The Social Work Intake Coordinator is responsible for assessing and triaging all walk in patients, families and visitors, phone calls to the department, service requests, and distribution of patient resources, as well as other duties as assigned.

ESSENTIAL FUNCTIONS

Incoming Phone Calls:

• Performs functions associated with client information processing for the three distinct Social Work programs, with an understanding of the social determinants of health, mental health, trauma, and the unique needs clients and their support person may present with.
• Answers incoming telephone calls.  Responding to patients’ questions, with the ability to assess the patient/support person needs and triage to the appropriate License Social Work staff.
• Answers phone calls in a timely and courteous manner with an understanding of the social crisis and the distress this can cause for the patients and their supports, as well as an understanding of how to interact respectfully and calmly.
• Manages incoming social work program calls, assessing and triages to License Social Work staff.
• Provides information to patients to minimize the need to redirect the telephone call, forwards calls, pages providers, and takes messages.
• Through verbal assessment and in-person observation conducts assessment of the individual circumstances, to ensure any risks are identified and escalated to licensed social work staff appropriately.

Incoming service requests:

• Manages the Social Work Outlook account for the distribution of patient/support person to the appropriate staff/community resources.

Service Recovery:

• As part of clinical team, assures client satisfaction with information processing and direct point of contact service.
• Assesses the urgency of a situation and determines the appropriate triage of the patient/family, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.
• Involves Clinical staff, Admin staff or Program Director when appropriate/necessary.
• Provides validation and de-escalation skills as patient/support person (s) are linked to the Licensed staff member.  

Care Collaboration:

• Helps identify resources for current clients.
• Updates resource lists for Social Work and Patient and Family Services providers.
• Collaborates with the licensed social work team.
• Maintains the daily audits of the distribution of resources.
• Ensure all appropriate documentation is obtained for the distribution of resources.

Case Management:

• Manages daily walk-in patient/support person triaging the patient needs to then link the patient/support person with the appropriate Daily on Call Licensed Social Workers.
• Manages and assesses the need for bus pass distribution for patients needing transportation to and from on-site clinical appointments and hospital discharges.
• Identifies and coordinates client special needs such as assessing need for other spoken language assistance or ASL Interpreters.
• Managing incoming referrals for hotel and lodging needs for medical/surgical patients and their support.

Process Development:

• With direct oversight from leadership, carries out actionable items for quality improvement and process development.
• Recommends process improvements.
• Maintains the training manual of social work and care management services processes and provides direct training to staff to ensure a standard of care.

Other:

• Continuously provides a clinical presence at the front desks. 
• Subscribes to the Departmental goal of creating a culturally competent environment by treating patient, support person, trainees, and co-workers in a sensitive manner with appropriate attention to cultural differences. Participates in available cultural competence events and training appropriate to job duties.
• Engages in these duties with an understanding of social determinants of health, mental illness, and trauma and the distress this can causes for the clients and their family members, as well as an understanding of how to interact respectfully and calmly with the same.
• Maintains boundaries that model appropriate clinical relationships with our patients and families.
• Other duties as assigned. 

MINIMUM EDUCATION & EXPERIENCE

• Associate's degree required
• 1 year of related experience required

KNOWLEDGE, SKILLS AND ABILITIES

• Social Work, Social Services or hospital experience preferred
• Demonstrated customer service skills required
• Detail oriented with strong organizational/prioritization skills and ability to work independently under general guidance preferred
• Telephone triage and direct customer service experience preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.