Physician Support Rep III

University of Rochester•City of Rochester, NY

4d•Onsite

About The Position

This role involves performing secretarial and administrative duties to support clinical operations, specifically focusing on patient information processing for ambulatory care visits within the Palliative Care department. The position requires managing tasks such as reception, registration, appointment scheduling, eRecord and In Basket management, and telephone encounters. The individual will be responsible for accurate data input into eRecord, clinic preparation, coordinating patient care, and optimizing patient flow for better outcomes. This role also involves assisting the Division Administrator and Outpatient Clinical Director operationally, working collaboratively with providers and staff to ensure efficient and customer-friendly ambulatory setting functions.

Requirements

High School Diploma required
1 year related work experience in an administrative office or customer service field; or an equivalent combination of education and experience required

Nice To Haves

Medical terminology experience preferred
Demonstrated ability to word process documents and enter data into a database preferred.
Demonstrated skills related to achievement of customer satisfaction preferred.
Demonstrates the ICARE values to patient, families and staff preferred.
Ability to act as a resource to less experienced staff preferred.

Responsibilities

Performs secretarial and administrative duties in support of clinical operations.
Performs routine and non-routine functions associated with patient information processing for ambulatory care visits.
Completes tasks of reception, registration, appointment scheduling, eRecord task management, In Basket management, and telephone encounter management.
Responsible for accurate and timely input of data into eRecord.
Responsible for all clinic preparation, including provider templates, patient scheduling, coordinating patient care, and the flow of patient information for the optimization of patient outcomes.
Monitors and ensures all functions in the ambulatory setting are completed in an accurate, efficient, and customer friendly manner.
Assists the Division Administrator and Outpatient Clinical Director operationally.
Serves as the point of contact for the Practice Manager, Outpatient Clinical Director, providers, and nurses.
Examines clinic schedules for opportunities to optimize time and effort to improve the patient experience and increase productivity.
Anticipates the needs of providers and key stakeholders, gathering information and documentation for supportive patient care, scheduling, and template optimization.
Performs check-in & check-out functions during clinic time for all providers.
Greets patients, ensuring a positive ambulatory experience.
Responsible for the accurate and complete registration of all patients.
Maintains watch over the waiting room, ensuring patients are comfortable and informed of wait times, notifying providers of patient arrival, and ushering patients to exam rooms.
Schedules follow-up clinic visits, optimizing provider schedules.
Processes provider requests (e.g., labs, scans, specialist referrals).
Schedules patients for specialty clinics.
Follows up on specialized documents (e.g., death certificates, MOLSTs).
Researches eRecord and other databases/files for information to support patient care as requested by providers, pharmacies, insurers, and key stakeholders for prior authorizations.
Performs administrative and secretarial activities, including entering provider schedules, creating and maintaining files and templates, calendaring, maintaining on-call schedules, and maintaining office and clinical equipment.
Maintains outpatient operating procedure manuals and the Palliative Care Access Guide.
Attends ambulatory care meetings, gathering and disbursing pertinent information.
Represents Palliative Care as the eRecord Super User.
Researches and responds to incoming phone calls, routing calls or taking messages for providers, outpatient clinical director, and/or division administrator.
Conducts follow-up phone calls on behalf of providers, administrator, and outpatient clinical director.
Prioritizes orders through eRecord work queues and clerical pool work queues, including performing tasks such as queuing medication refills, managing release of information requests, and rescheduling patients.
Performs other duties as assigned in support of the Palliative Care mission.