POSITION SUMMARY:

Using independent judgment and initiative, the Physician Support Specialist performs routine and non-routine duties of a highly confidential nature. Duties will include complex secretarial, administrative and physician support duties, contributing to the coordination of patient care, managing and monitoring of the in-basket and work queues, acts as a liaison between patients and their care team, and assists with coverage of clinics and projects when necessitated by Office Manager or other Administrator. The position reports directly to the Office Manager and will also work in collaboration with the Administrator II, Nurse Manager, Medical Director and health providers. The incumbent will apply University policies, procedures and privacy standards in the performance of all duties.

TYPICAL DUTIES:

• Review, sort and process all inbound patient care related communications inclusive of but not limited to – Right Fax, paper, ERecord, MyChart, ensuring accurate and timely filing/sorting dispersing to proper department via in basket and Box to the appropriate person. Perform clerical tasks, such as scanning, photocopying, faxing, mailing.

• Receive, review for HIPAA compliance and scan all incoming written requests for release of confidential patient information into the electronic medical record. Processes releases or directs (if necessary) the request for further processing.

• Answer inbound inquiries by phone, email and other electronic interfaces. Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support. Ensures appropriate use and distribution of Electronic Medical Record information. During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations. Assesses the urgency of the situation and determines the appropriate action or referral source. Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.

• In a professional manner, respond and document appropriately to patient calls as they are forwarded into the in-basket. When necessary, gather information, evaluate callers concerns and refer to physicians or other health care personnel to address. Must possess the ability to determine which questions should appropriately be addressed by physicians or other health care providers. Respond to callers independently and follow-up to be sure customers are satisfied that requests were handled in a timely fashion.

• Acts as liaison for contact with area providers to facilitate communications with physicians. Ensures messages are received and transferred in an expedited manner to ensure timely patient care that best represents the ICARE values.

• Cross-coverage in shared clerical office; special projects and other responsibilities as assigned.

Other duties as assigned

QUALIFICATIONS:

• High school diploma or equivalent required

• Associates degree in Medical, Secretarial, billing or related field preferred

• Minimum of 2 years of relevant experience required

• or equivalent combination of education and experience required

• Demonstrated customer service skills required

• Medical Terminology, experiences with surgical/appointment scheduling software and electronic medical records, preferred.

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.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $18.89 - $25.51 Hourly

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.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time
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