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POSITION SUMMARY:

The Physician Support Representative III (PSR) serves as the initial contact to the Division of Pediatric Pulmonology. The PSR works with a team of 1-3 staff to support approximately 9 physicians and mid-level providers in the Department of Pediatrics. Must be able to triage incoming calls, schedule patient appointments, obtain pertinent medical information and accurately document in the appropriate programs, including the electronic medical record (EMR). Candidate will coordinate functions associated with patient information for ambulatory visits and act as a resource for staff performing patient-related functions. Candidate will use eRecord and OnBase, as well as distribute mail and perform other duties as assigned. Candidate must demonstrate capability and desire to work independently and be a strong team player. Demonstrates ICARE* values in each of the major responsibilities (ICARE—an acronym for Integrity, Inclusion, Compassion, Accountability, Respect and Excellence—provides the foundation for how we treat people at this Medical Center. Achieving our strategic vision depends on all of us living out these values and embracing the diversity of our faculty, staff, students, trainees and patients.

TYPICAL DUTIES:

Direct Provider Support:

• Works one-to-one with assigned provider or multiple providers.

• Serves as main point of contact for patients.

• Manages provider(s) patient appointment scheduling.

• Address post visit items such as paperwork including form completion, letter templates and obtaining medical records, etc.

• Researches hospital medical records for information requested by physicians, insurance companies.

• Applies provider preferences and protocols in selecting from multiple possibilities to execute and/or delegate follow up actions based on provider’s patient notes.

eRecord

• Scanning patient information into the records via OnBase system.

• eRecord and Performance Analysis: Edits and corrects registration errors and completes missing registration data. Assures accuracy of patient schedules, identifies ways to reduce follow-up, repetitive, or corrective work.

• Manages multiple processes in eRecord including messaging in eRecord In Basket and referral work queue processing. This information is part of the patient legal medical record, therefore, assures accurate and concise information is entered.

Check in and Check out

• Customer interaction: Assesses the urgency of a situation and determines the appropriate routing for the patient, serves as a focal point for handling complaints, utilizes service recovery concepts, serves as front-line problem solver.

• Reception: Greets patients to initiate positive ambulatory experience, requests patient identification, assures use of two identifiers to verify the correct patient, identifies healthcare provider to be seen, identifies referring provider and primary care physician, directs patients to next destination, obtains signatures as needed (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters), monitors reception area to assure patient needs are met. Provides interaction of warm hand-off to registration & insurance management (RIM). Updates patients regarding waiting time for the provider every 15 minutes. Protects Personal Health Information (PHI) for patients as indicated by HIPAA regulations. Assures cleanliness and order in the waiting room/lobby.

• Registration: Collects patient demographic and financial information in an efficient, customer-oriented manner, asks specific questions of patient to verify information accuracy in order to establish a billable account. Enters information into the electronic medical record and patient access and revenue cycle system. Requests patient e-mail address for confirmation purposes. Assures completion of all appropriate forms by patients, such as, provision of HIPAA information for new patients, requesting patient identification to verify identity, provision of Financial Assistance Program, etc. Prints After Visit Summary (AVS) at check-out when appropriate, uses 2 patient identifiers to assure provision of the summary to the correct patient. May assist with Provider template changes. Collect patient co-pays, prepare end of day deposits and reconcile any discrepancies.

Appointment Scheduling:

• Schedules new and return visits to ambulatory care using the electronic medical record and patient access and revenue cycle system, monitors schedules and reports problems to Supervisor, schedule patients for next visit, coordinates appointments for ancillary testing or referrals to other clinic sites, follows-up missed appointments and cancellations, completes any correspondence or forms involved with appointment scheduling, schedules interpreters, schedules outside services to meet patient’s needs (e.g., transportation), assures patient satisfaction with visit prior to discharge from the area.

• Negotiates procedure schedule by communicating complex details directly to the GCH OR Scheduling Office. Creating and confirming procedure orders for the three day based on office guidelines. Authorizes rescheduling when cancellations occur by applying protocols for procedure scheduling. Based on the nature of the procedure, varies patient education and follow up details accordingly in relation to pre-procedure readiness.

• Referral Coordination: Manages in-basket and referral work queue processing. Assembles from multiple tabs within the electronic medical record, the necessary details to identify what referral is needed. Assisting with scheduling and medical information gathering prior to office visit. Gathers documents as requested. Completes the referral request in the electronic medical record system once the patient has been seen by entering a new status as closed.

Telephone Management:

• Answers phone in a timely and courteous manner. Manages incoming clinic calls, sorts calls to various providers. Opens a telephone encounter in eRecord when speaking with patients. Assures routing of encounter in eRecord to the appropriate staff/provider. Coordinates outgoing calls related to major functions above. Provides information to patients in order to minimize the need to distribute the telephone call, forwards calls, pages providers, and takes messages.

• Receives incoming patient telephone calls for surgeon(s) and nurse practitioner(s), managing and/or resolving various scheduling/coordination issues and answering questions as needed. Coordinate scheduling of patients at multiple practice sites; coordinates referrals for consults. Obtains patient medical records to facilitate patient care. Using the Cadence and eRecord systems.

Other duties as assigned

QUALIFICATIONS:

• High School Diploma required

• 2 years of relevant experience required

• 1 year of leadership experience preferred

• 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: Medical Faculty Group
Full/Part Time: Full-Time
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