Physician Support Coord IV

University of Rochester•City of Rochester, NY

2d•$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. Job Location (Full Address): 601 Elmwood Ave, Rochester, New York, United States of America, 14642 Opening: Worker Subtype: Regular Time Type: Full time Scheduled Weekly Hours: 40 Department: 910131 Thoracic Surgery Work Shift: UR - Day (United States of America) Range: UR URCB 206 H Compensation Range: $21.23 - $28.66 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. Responsibilities: SPECIFIC RESPONSIBILITIES: The Lead Physician Coordinator IV performs all the duties of a Physician Support Representative (PSR) and directs the PSR staff in the division of Thoracic Foregut Surgery in concert with the Office Managers and the leadership team. Works with the Office Manager to directs work and provides guidance and direction to PSR staff with specific emphasis on the Motility Lab patients and the primary provider and team as assigned. The Lead Physician Coordinator IV provides complex administrative duties with considerable latitude for independent judgment in a very complex practice in the division for Thoracic Foregut Surgery. Provides input and support related to training, goal setting, and performance management for the divisional PSS staff. Acts as a subject matter expert related to the Motility Lab, PSR job duties, divisional scheduling guidelines, and office management processes. The Lead Physician Coordinator IV is responsible to consistently and regularly identifying areas of improvement and demonstrate and model IICARE values.

Requirements

High School Diploma required
2 years of relevant experience required
1 year of leadership experience required or equivalent combination of education and experience.
Demonstrated Customer Service Skills required
Strong interpersonal and communication skills, including written communication preferred.

Nice To Haves

Associates degree in Medical, Secretarial, billing or related field preferred
Proficiency in Cadence, e-record, medical transcription, and medical terminology preferred
Experiences with surgical/appointment scheduling software and electronic medical records preferred
Medical Terminology preferred

Responsibilities

Performs duties of PSR as required particularly for more complex requests while supporting the assigned provider team.
Achieves and maintains proficiency in the provision of excellent customer service, accuracy and efficiency of work.
Coordinates urgent and emergent clinic tasks (i.e. scheduling of urgent surgeries, procedures, paperwork, cancellations. etc.). The Lead PSS is a customer service champion.
Coordinates and manages staffing plans in concert with the Divisional Administrative Managers, assignments and daily work for Physician Support Representatives (PSR) to ensure effective and efficient communication and support to all providers with an emphasis on the Motility Lab scheduling and the assigned provider team.
Implements, trains and monitors procedures as a subject matter expert for the Motility Lab and the assigned provider team ensuring all records are received, pathology slides are sent to URMC, outside images are uploaded properly to the new patient appointment and Motility Lab patients are scheduled appropriately. All workflow and master scheduling for the Motility Lab and authorizations are followed up and acted upon in real-time to enhance levels of service and quality.
Develops guidelines for prioritizing and assigning work activities with the leadership team, evaluating effectiveness, and modifying processes as necessary.
Serves as a focal point for answering complex questions or issues related to PSR job duties overall, assists in problem identification, quantification, and resolution in complex situations.
Acts as a preceptor for new staff (training, onboarding, monitoring training/competencies) in the division. Provides training on all aspects of PSS roles as needed.
Works with Administrative Assistants and to develop and revise division-specific documents and materials such as training material, standard work documents, policies, and procedures. Updates and adds to the training cheat sheets/manuals.
Identifies and communicates opportunities for improvement to increase utilization and/or ease of scheduling to the administrative assistants and practice manager. Acts as subject matter expert and information resource.
Attends educational programs for the department at direction of supervisor and teaches other staff.
Performs quality assurance monitoring for activities completed in Motility Lab (including scheduling errors); using specific criteria in concert with the Office Manager, measures quality, quantity, and timeliness of tasks performed; prepares related logs and management reports. Communicates accuracy to the Office Manager and staff. Works closely with the Thoracic/Foregut leadership team to investigate root causes of scheduling errors and improve workflows as needed. Continuously evaluates workflows for improvement opportunities.
Maintains linkages with the community maintaining ongoing communication with the Divisional Nurse Navigator, Patient Navigator and Human Subjects Research Coordinator. Provides triage information daily. Acts as primary point person and preceptor for surgery scheduling and Motility Procedure scheduling, working with the providers, nursing staff and AC2 leadership team for the Motility Lab. Works closely and trains staff, obtain documentation for authorization, manages a high level of faxed referrals, uses independent judgment when scheduling complex surgical procedures at multiple locations, manages the outlook calendar and coordinates surgeries with a collaborating surgeon. Sets up Quality assurance procedures for to find improvement opportunities in this complex practice. Ensures prompt coordination of scheduling requests.
Leads the NPV intake staff in ensuring all records are received, pathology slides, and outside images are uploaded prior to the new patient appointment. Collaborates with other Lead PSR’s across divisions/departments to establish implement and monitor adherence to best practices and standards. Participates in recruiting and hiring decisions inclusive of diversity, equity and inclusion. Has input into performance evaluations. Monitors staff performance and works with the Thoracic/Foregut leadership team to counsel staff regarding performance issues. Adjusts staff schedule and duties as necessary using experienced judgment. Manages and approves staff requests for time off and overtime in the absence of the Administrative Assistants. Attends Motility Lab meetings as scheduled to act as a liaison between the Motility Lab and the office staff. Other duties as assigned.