Physician Support Rep III

University of Rochester•Greendale, WI

8d•$20 - $27•Onsite

About The Position

The Physician Support Rep III performs routine and complex confidential secretarial, administrative, and physician-support duties for the SMH Neurology Call Center. The position coordinates patient care, manages provider templates and schedule adjustments, and serves as a liaison between patients and their care teams. It reports directly to the Office Manager and collaborates with the Administrator II, Nurse Manager, Medical Director, and healthcare providers. The role applies University policies, procedures, and privacy standards in all duties. The position designs, monitors, and maintains department Electronic Health Record (EHR) templates; supports other Physician Support Representatives in capacity optimization and template design; and develops knowledge of area operations and the information systems that support EHR functionality. It collaborates on changes resulting from template adjustments and ensures those changes are documented and professionally communicated to patients. The role follows established processes and procedures for appointment scheduling, patient issues, and patient and physician inquiries, and helps optimize template use and standardization. It also provides cross-coverage in a shared clerical office and may take on special projects and other assigned duties.

Requirements

High school diploma and 2 years of relevant experience, or an equivalent combination of education and experience.
Demonstrated customer relations skills.
Apply University policies, procedures, and privacy standards in all duties.

Nice To Haves

Associate degree in Medical, Secretarial, billing, or a related field.
1 year of leadership experience.
Medical terminology knowledge.
Experience with surgical or appointment scheduling software, such as Flowcast.
Experience with electronic medical records.

Responsibilities

Design, monitor, and maintain department EHR templates.
Support Division Physician Support Representatives with capacity optimization and template-design expertise.
Develop knowledge of area operations and EHR-supporting information systems to identify effective template designs.
Collaborate with the Division Physician Support Specialist on changes resulting from template adjustments.
Document template changes thoroughly and communicate them professionally to patients.
Identify questions requiring attention from physicians or other healthcare providers, and independently respond to callers and address their satisfaction.
Use the template request change process to track requests and support timely resolution.
Support utilization rates to optimize EHR use.
Respond to inquiries by phone, email, and other electronic interfaces.
Follow protocols and Standard Operating Procedures to schedule patient appointments, resolve patient issues, and respond to patient and physician inquiries.
Use business systems and software to navigate, interpret, analyze, report, troubleshoot, schedule appointments, record information, and document problem resolutions accurately and efficiently.
Collaborate with peers and leadership to identify opportunities to optimize template builds.
Develop, refine, and sustain template-based standards, and use approved department policies to support standardization as needed.
Approve and regulate templates and builds to standardize naming and tool use across the enterprise.
Liaise with area providers to facilitate communication with physicians and ensure messages are transferred promptly to support timely patient care.
Provide cross-coverage in a shared clerical office.
Complete special projects and other duties as assigned.