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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:

910136 Plastic Surgery

Work Shift:

UR - Day (United States of America)

Range:

UR URCB 205 H

Compensation Range:

$20.31 - $27.42

_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 PURPOSE

The Lead Physician Support Specialist oversees and directs the burn PSS staff in the Plastic Surgery Division, Assigns and directs work and provides guidance and direction to PSS with specific emphasis on the new patient intake. The Lead provides complex administrative duties with considerable latitude for independent judgement in complex various practices within the Divisions of Plastic Surgery. Provides input and support related to training, goal setting, performance management, recruitment and hiring decisions for the divisional burn PSS staff. Acts as a subject matter expert related to the New Patient visits to the Plastic Surgery practice, PSS job duties, divisional scheduling guidelines, and office management processes. The Lead Physician Support Specialist is responsible to consistently and regularly identifying areas of improvement and demonstrate and model ICARE values.

ESSENTIAL FUNCTIONS

+ Coordinates and manages staffing plans in concert with the Divisional Administrative Assistants, assignments and daily work for Physician Support Specialists (PSS) to ensure effective and efficient communication and support to Physicians with an emphasis on the New Patient Visit (NPV’s) scheduling.

+ Implements, trains and monitors procedures as a subject matter expert for the NPV’s ensuring all records are received, pathology slides are sent to URMC, outside images are uploaded proper to the new patient appointment are scheduled appropriately and workflow of the visit scheduling 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, evaluating effectiveness and modifying processes as necessary.

+ Serves as a focal point for answering complex questions or issues related to PSS 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 the Practice Manager 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 department at direction of supervisor and teaches other staff.

+ Performs quality assurance monitoring for activities completed in Plastic/Burn Surgery (including scheduling errors) and NPV intakes and staff; using specific criteria, measures quality, quantity, and timeliness of tasks performed; prepares related logs and management reports.

+ Communicates accuracy to staff and manager.

+ Works closely with Plastic Surgery leadership team to investigate root causes of scheduling errors and improve workflows as needed.

+ Continuously evaluates workflows for improvement opportunities.

+ Provides triage information daily.

+ Acts as primary point person and preceptor for surgery scheduling, for the SNS authorizations from a pre-operative appointment throughout the process which is a multifold dual surgery process.

+ Will be responsible for coordinating hardware equipment through vendors for craniofacial reconstruction, coordinating laser rentals for laser cases and makes sure blood and ICU beds are available if needed.

+ Orders supplies and equipment for complex burn cases.

+ Works with denials for surgeries to obtain documentation to for authorization, manages a high level of faxed referrals, uses independent judgement when scheduling complex surgical procedures at multiple locations for four surgeons, manages the outlook calendar and coordinates surgeries with collaborating surgeons in various divisions.

+ 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 are sent to URMC, outside images are uploaded prior to the new patient appointment.

+ Performs duties of PSS as required particularly for more complex requests.

+ Achieves and maintains proficiency in provision of excellent customer service, accuracy and efficiency of work.

+ Coordinates urgent and emergent clinic tasks (i.e. scheduling urgent surgeries, paperwork, cancellations. etc.).

+ Is a customer service advocate.

+ Handles all of the financial information for the burn program which includes processing reimbursements and paying invoices, purchase orders, etc. in Workday.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

+ High School Diploma Required

+ Associates degree in Medical, Secretarial or related field Preferred

+ 2 years of relevant experience Required

+ 1 year leadership experience Preferred

+ Or equivalent combination of education and experience Preferred

KNOWLEDGE, SKILLS AND ABILITIES

+ Experiences with surgical/appointment scheduling software and electronic medical records Preferred

+ Demonstrated customer service skills Required

+ Medical Terminology 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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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.