Physician Support Rep 3

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):

919 Westfall Rd, Bldg B, Rochester, New York, United States of America, 14618

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500164 SMH Neurology Call Center

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 205 H

Compensation Range:

$20.30 - $27.41

Responsibilities:

The Physician Support Rep III performs both routine and complex secretarial, administrative, and physician support duties of a highly confidential nature. This role is crucial in coordinating patient care, managing provider templates and schedule adjustments, and acting as a liaison between patients and their care team. The position reports directly to the Office Manager and collaborates with the Administrator II, Nurse Manager, Medical Director, and healthcare providers. The incumbent applies University policies, procedures, and privacy standards in all duties.

ESSENTIAL FUNCTIONS

• Designs, monitors, and maintains Electronic Health Record (EHR) templates across a department. Supports division Physician Support Representatives to guide capacity optimization and offer expertise in template design for optimal system functionality. Develops and maintains knowledge and understanding of area operations to help identify optimal template design. Develops and maintains knowledge of the information system application that supports EHR functionality. 
• Collaborates with the Division Physician Support Specialist to manage changes resulting from template adjustments. Ensures professional communication and thorough documentation of these changes with patients within our system. Identifies questions that should be addressed by physicians or other healthcare providers. Independently responds to callers and ensures their satisfaction 
• Utilizes the template request change process to ensure tracking of requests and timely resolution. Supports utilization rates to ensure EHR optimization. Answer inquiries by phone, email, and other electronic interfaces. Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, and respond to patient/physician inquiries. Accurately and efficiently use appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, record information, and document problem resolutions.
• Collaborates with peers and leadership to proactively identify opportunities for optimization in template builds. Develops, refines, and sustains template-based standards and utilizes the approved department's policies to support standardization, as needed. Approves and regulates templates and builds to standardize naming and use of tools to provide consistency across the enterprise
• 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

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years of relevant experience required
• Associates degree in Medical, Secretarial, billing or related field preferred
• 1 year of leadership experience preferred;
• Or equivalent combination of education and experience
• Medical Terminology, experiences with surgical/appointment scheduling software (such as Flowcast), and electronic medical records preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated customer relations skills required

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.