Physician Support Coord IV

University of Rochester•City of Rochester, NY

8d•$21 - $29•Onsite

About The Position

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. The Lead Physician Support Specialist oversees and directs the Physician Support Representatives (PSR) in the Endocrine Division. Assigns and directs work and provides guidance and direction to PSS. Provides input and support related to recruiting, hiring, training, goal setting, performance management and promotional decisions. Acts as a subject matter expert related to PSR job duties, divisional scheduling guidelines, and clinic management processes. The Lead Physician Support Representative is responsible for consistently and regularly identifying areas of improvement and demonstrate and model ICARE values.

Requirements

High school diploma or equivalent
2 years of experience

Nice To Haves

Associates degree in Medical, Secretarial, billing or related field (preferred)
1 year of leadership experience (preferred)
Medical Terminology, experiences with surgical/appointment scheduling software and electronic medical records, (preferred).

Responsibilities

Coordinates and manages staffing plans, assignments and daily work for assigned Physician Support Representatives (PSR) to ensure effective and efficient communication and support to Physicians, APP’s, nurses & educators.
Implements and monitors procedures to enhance levels of service and quality.
Develops guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying processes as necessary.
Serves as a focal point for answering complex questions or issues related to PSR job duties, assists in problem identification, quantification, and resolution.
Serves as the liaison between various Endocrine locations (SMH, HH, Clinton Crossing).
Acts as primary preceptor for new staff (training, onboarding, monitoring training/competencies).
Provides training on all aspects of PSR roles.
Works with Administrative Assistants, Practice Manager and Division Administrator to develop and revise division specific documents and materials such as training material, standard work documents, policies, and procedures in Divisional Onboarding Manual.
Identifies and communicates opportunities for improvement to increase utilization and/or ease of scheduling to access center manager and practice manager.
Acts as subject matter expert and information resource.
Attends educational programs for department at direction of supervisor and teaches other staff.
Performs quality assurance monitoring for activities completed in area of immediate responsibility (including scheduling errors) as well as other areas that affect it; using specific criteria, measures quality, quantity, and timeliness of tasks performed; prepares related logs and management reports.
Communicates accuracy to staff and manager.
Works closely with Access Center leadership team & clinic leadership to investigate root causes of scheduling errors and improve workflows as needed.
Continuously evaluates workflows for improvement opportunities.
Provides Access Center triage information daily.
Acts as primary point person for scheduling triage for assigned divisions and ensures prompt coordination of scheduling triage requests.
Collaborates with other Lead PSR’ across divisions/departments to establish implement and monitor adherence to best practices and standards.
Participates in recruiting, hiring and promotion decisions.
Assist with performance evaluations.
Promptly and accurately completes required documentation related to hires, terminations, and other status changes.
Monitors staff performance; counsels staff regarding performance issues.
Adjusts staff schedule and duties as necessary using experienced judgment.
Manages and approves staff requests for time off and overtime.
Performs duties of PSR as required particularly for more complex requests.
Achieves and maintains proficiency in provision of excellent customer service, accuracy and efficiency of work.
Coordinates urgent and emergent clinic tasks (i.e. scheduling urgent surgeries, paperwork, cancellations. etc).
Fills in for other PSR’s when needed.
Follows & abides by the ICARE Values.
Other duties as assigned