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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:

500167 SMH Neurology Clinical Overhea

Work Shift:

UR - Day (United States of America)

Range:

UR URCD 204 H

Compensation Range:

$19.47 - $25.77

_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:

GENERAL SUMMARY

Using independent judgment and initiative, the Physician Support Specialist performs routine and non-routine duties of a highly confidential nature. Duties will include complex secretarial, administrative and physician support duties, contributing to the coordination of patient care, managing and monitoring of the in-basket and work queues, acts as a liaison between patients and their care team, and assists with coverage of clinics and projects when necessitated by Office Manager or another Administrator. The position reports directly to the Office Manager and will also work in collaboration with the Administrator II, Nurse Manager, Medical Director and health providers. The incumbent will apply University policies, procedures and privacy standards in the performance of all duties.

ESSENTIAL FUNCTIONS

+ Review, sort and process all inbound patient care related communications inclusive of but not limited to – Right Fax, paper, ERecord, MyChart, ensuring accurate and timely filing/sorting dispersing to proper department via in basket

+ Support Box patient paperwork management along with clerical tasks, such as scanning, photocopying, faxing, mailing.

+ Receive, review for HIPAA compliance and scan all incoming written requests for release of confidential patient information into the electronic medical record.

+ Processes release or directs (if necessary) the request for further processing.

+ Answer inbound inquiries by phone, email and other electronic interfaces.

+ Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.

+ Ensures appropriate use and distribution of Electronic Medical Record information.

+ During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.

+ Assesses the urgency of the situation and determines the appropriate action or referral source.

+ Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.

+ In a professional manner, respond and document appropriately to patient calls as they are forwarded into the in-basket. When necessary, gather information, evaluate callers concerns and refer to physicians or other health care personnel to address.

+ Must possess the ability to determine which questions should appropriately be addressed by physicians or other health care providers.

+ Respond to callers independently and follow-up to be sure customers are satisfied that requests were handled in a timely fashion.

+ Acts as liaison for contact with area providers to facilitate communications with physicians.

+ Ensures messages are received and transferred in an expedited manner to ensure timely patient care that best represents the ICARE values.

+ Cross-coverage in shared clerical office; special projects and other responsibilities as assigned.

Other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

+ High school diploma required.

+ Associate's degree in medical, Secretarial, billing or related field preferred.

+ 2 years of relevant experience required.

+ or equivalent combination of education and experience required.

KNOWLEDGE, SKILLS AND ABILITIES

+ Demonstrated customer service skills required.

+ Medical Terminology, experiences with surgical/appointment scheduling software and electronic medical records, preferred.

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.

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Learn. Discover. Heal. Create.

Located in western New York, Rochester is our namesake and our home. One of the world’s leading research universities, Rochester has a long tradition of breaking boundaries—always pushing and questioning, learning and unlearning. We transform ideas into enterprises that create value and make the world ever better.

If you’re looking for a career in higher education or health care, the University of Rochester may offer the perfect opportunity for your background and goals

At the University of Rochester, we are committed to fostering, cultivating, and preserving an inclusive and welcoming culture and are united by a strong commitment to be ever better—Meliora. It is an ideal that informs our shared mission to ensure all members of our community feel safe, respected, included, and valued.