Physician Support Representative III

University of Rochester•Rochester, NY

6d•$20 - $26

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. Responsibilities: Performs complex secretarial and administrative duties in a fast paced Outpatient Neurology Clinic, with minimal direction and considerable latitude for independent judgement, in support of the Cognitive and Behavioral Neurology Divisoin, including the Neuropsychology program. Responsibilities include routine and nonroutine duties requiring complex decision making and advanced clerical skills, as well as outstanding proficiency in an Outpatient Neurology Clinic, outpatient Neuropsychology Clinic. Excellent communication skills and the ability to multi-task and prioritize are essential. Supports the front desk responsibilities for the CBN suite.

Requirements

High School diploma and 2 years of relevant experience required
Or equivalent combination of education and experience
Demonstrated customer relations skills required

Nice To Haves

Medical Terminology, experiences with surgical/appointment scheduling software (such as Flowcast), and electronic medical records preferred

Responsibilities

Responsible for scheduling multiple complex appointments across different departments within the hospital system including evaluation and management visits, neuropsychological evaluations and infusions. This duty entails working closely with the Neurology clinicians and neuropsychologist, to ensure all appointments are entered appropriately and accurately.
Responsible for triaging referrals to appropriate clinicians, obtaining necessary medical and educational records in advance of appointments, updating any scheduling changes as they may occur. Coordination of cross-departmental appointments that may be required to initiate and/or continue on therapy.
Greets patients in CBN suite and ensures functions of check-in and check out are completed.
Answering incoming patient calls to schedule appointments and answer any non-clinical/ medical patient questions or triage to the appropriate clinician or staff member.
Make outgoing phone calls to schedule subsequent appointments, remind patients of upcoming appointments for provider visits and neuropsychogical evaluations.
Conduct phone interview with patients, collecting additional information to determine priority of appointment and review health insurance information to ensure that we have correct information.
Assisting patients with insurance review/ verification, navigating price estimation and identifying resources to assist with patient financial responsibility, as needed..
Greets patients to initiate positive ambulatory experience, requests patient identification, ensures 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, identifies and assesses patients’ special needs, and monitors reception area to ensure patient needs are met. Provides interaction of warm hand-off to registration and 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. Ensures cleanliness and order in the waiting room/lobby.
Acts as a back up to prior authorization and referral teams to obtain approval for testing and services ordered by referred to specialist includes, preparing and providing multiple, complex details to insurance or worker’s compensation carrier to obtain prior authorizations for both standard and complex requests such as imaging, non-invasive procedures, sleep studies etc., c ommunicating medical information to the insurance carrier, and coordinating peer-to-peer reviews for denied services.
Acts as a back up to referral coordinators including electronic medical system support, patient record review, appointment and/or ancillary test scheduling, procedural scheduling, knowledge of provider sub-specialties and collection of additional information from provider or electronic medical system to submit to insurance carrier when needed. Exercise and maintain knowledge of all policies and procedur es related to area of responsibility. Provide administrative support to and coordination from all aspects of patient care for follow up and referral patients.
Other duties as assigned