U

University of Rochester

Private research university in Rochester, NY

Physician Support Representative 3

Full-TimeUpdated
$20.30 - $27.41
Junior
Associate's
Rochester, NY, USA
In Person
Medical, Clinical & VeterinaryClinical Support & Patient Administration

About the job

Requirements
  • A high school diploma and two years of relevant experience, or an equivalent combination of education and experience, are required.
  • Demonstrated customer relations skills are required.
  • Knowledge of medical terminology, experience with surgical or appointment scheduling software such as Flowcast, and electronic medical records are preferred.
  • Excellent interpersonal, customer service, and organizational skills are preferred.
  • Strong attention to detail and written communication skills are preferred.
  • Working knowledge of word processing and spreadsheet applications is required.
  • Experience in a medical office setting, eRecord, Cadence, and medical terminology are preferred.
  • An associate's degree in a medical, secretarial, billing, or related field is preferred.
Responsibilities
  • Perform complex secretarial and administrative duties in support of the clinical, educational, and academic programs for the Faculty of Thoracic and Foregut Surgery.
  • Receive patient telephone calls for surgeons and nurse practitioners, resolve scheduling and coordination issues, answer questions, coordinate appointments across practice sites, coordinate consultation referrals, triage calls, and process referrals originating outside the UR system.
  • Use the electronic medical record to assess patient needs, schedule the appropriate appointment or procedure with the appropriate provider, capture accurate demographic and insurance information, and follow record-verification protocols.
  • Manage intake of new referrals from the eRecord work queue, fax, and calls from outside providers, and enter faxed referrals into the record system.
  • Ensure ancillary testing and specialty referrals are completed and results received and acted upon; investigate missing information, troubleshoot, resolve issues, and recommend steps to ensure delivery or receipt.
  • Obtain insurance authorization for visits and applicable testing, enter authorization information in the patient's Epic referral record, and address missing referral records for visits.
  • Provide patients with appointment and provider information, directions to the office, and educational materials when appropriate.
  • Document referral and insurance-authorization communications in the Epic referral record.
  • Schedule complex appointments by linking referrals and ancillary services for the assigned specialty service.
  • Make decisions guided by protocols and practices requiring interpretation, while maintaining an expert understanding of the department or division.
  • Prepare and provide insurers or workers' compensation carriers with information needed to obtain prior authorizations for standard and complex requests, including imaging, non-invasive procedures, and sleep studies, and communicate medical information to carriers.
  • Enter all external referrals into Epic according to approved protocols.
  • Coordinate ancillary testing and obtain outside records needed for patient appointments.
  • Recognize urgent clinical situations, prioritize referrals, expedite urgent requests, evaluate complex referrals, and schedule them with the appropriate provider.
  • Work with providers and clinical staff to establish the best care plan for each patient.
  • Schedule appointments, tests, surgeries, and consultations in preparation for surgery or further clinical work-up; obtain prior authorizations for imaging and surgeries, including providing relevant patient health information to insurers.
  • Use URMC patient-registration and clinical-information systems while carrying out scheduling and coordination duties.
  • Document telephone encounters in eRecord, complete and submit patient-care and insurance documents, maintain patient records and billing documentation, and ensure written materials, medical reports, and correspondence are accurate and timely.
  • Research hospital medical records for information requested by physicians, insurance companies, and attorneys.
  • Occasionally compose and take minutes, type and sign nonroutine correspondence providing factual information.
  • Manage surgeons' and advanced practice provider calendars, balancing clinical activity, administrative meetings, research, education, and academic commitments.
  • Assist with incoming mail for surgeons and nurse practitioners, ensure correspondence receives timely attention, and follow up as appropriate.
  • Assist with training new or temporary secretaries when requested.
  • Use office equipment and provide coverage for absences within the division, off-site practice locations, and the department when requested.
  • Perform other duties as assigned.

About the company

U

University of Rochester

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The University of Rochester is a research university with programs spanning the humanities, health care, business, education, music, engineering, and the sciences.

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