Physician Support Rep III

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):

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Time Type:

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Compensation Range:

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:

ESSENTIAL FUNCTIONS

PatientSchedulingandCoordinationofCare 

Receives incoming patient telephone calls for surgeon(s) and nurse practitioner(s), managing and/or resolving various scheduling/coordination issues and answering questions as needed. Coordinate scheduling of patients at multiple practice sites; coordinates referrals for consults. Triages telephone calls from patients and referring physicians to surgeons, residents and nurse practitioners. Processes incoming referrals not generated within the UR system.

a.      Perform a needs assessment using information from the electronic medical record to ensure the appropriate appointment/procedure is scheduled with the appropriate provider; ensure that accurate patient demographic and current insurance information is captured; adhere to RIM protocols for record verification

b.     Manages the intake of new referrals through various sources, including the eRecord work queue, faxed referrals, and phone calls from outside providers. Enters faxed referrals into the record system.

c.      Ensures ancillary testing and other specialty referrals have been executed and results received and acted upon as needed. Investigates failure to receive such information, troubleshoot, resolve, and/or make recommendations to ensure delivery/receipt.

d.     Acquire insurance authorization for the visit and, if applicable, any testing; insurance authorizationinformationwillbeenteredintheEpicreferralrecordforthepatient,

andreferralrecordstoany visitsinwhichtheyaremissing

e.      Providespatients with appointment and provider information, directions to the office location, and any educational materials if appropriate

f.       Documents  all   communications   pertaining   to  the  referral   and/or   insuranceauthorization in the notes section of the Epic referral record

g.     Mayperformcomplexappointmentscheduling,linkingreferralsandancillary services for the assigned specialty service

h.     Abilityto make decisions that are guided by protocols and practices requiring some interpretation; maintains an expert-level understanding of the department/division

i.       Prior authorization functionality will be required for testing and services ordered by referred-to specialists, including but not limited to:

i.            Prepares and provides multiple, complex details and facts to the insurance carrier or worker’s compensation carrier to obtain prior authorizations for standard and complex requests such as imaging, non-invasive procedures, sleep studies, etc.

ii.           Communicationofmedicalinformationtotheinsurancecarrier

j.       CompletesreferralentryforallexternalreferralsintoEpicfollowingapprovedprotocols

k.      Coordinatesanyancillarytestingandobtainsanyoutsiderecordsneededforpatientappointment

l.       Demonstratesexpertmedicalknowledgebasewiththeabilitytorecognizeurgentclinicalsituations

m.    Prioritizereferralrequests,respondingimmediatelyandexpeditingmosturgentrequests

n.      Reviewcomplexreferralrequests,evaluatethem,andschedulethemwiththeappropriateprovider

o.   Workswithprovidersandotherclinicalstafftoestablishthebestcareplanforthepatient

PatientScheduling

Schedules appointments, tests, and surgeries, coordinating appointments, tests, and consults in preparation for surgery or further clinical work-up. Acquires prior authorizations for different X-rays and scans, which requires detailed filling out of specific request forms with patient’s medical information outside of URMC. It also includes getting prior authorization for surgeries that may require speaking withinsurance company nurses and giving specific health information from patients’ recordsto get approval. Interacts effectively in carrying out these responsibilities, presenting a positive image for the Division of Thoracic and Foregut Surgery. Works regularly with URMC patient registration and clinical information systems.

Document and Information Management 

Documents telephone encounters in eRecord, completion/submission of patient care and insurance documents. Coordinates maintenance of patient records, documentation for billing, and completion/submission of documents regarding patient care and insurance. Transcribes proofreads and ensures accuracy and timeliness of all written materials, including medical reports and correspondences. Demonstrates knowledge of medical terminology, word processing, spreadsheets, and presentation software. Researches hospital medical records for the information requested by physicians, insurance companies, and attorneys. Occasionally composes, takes minutes, types, and signs nonroutine correspondence providing factual information.

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Time and CalendarManagement 

Functions as one of the points of contact for the surgeons and APP’s of the Thoracic and Foregut Division of Surgery. Effectively balances competing demands of surgeon time by managing calendar, including all clinical activity, administrative meetings, research, education and academiccommitments.

Other Office Management 

Assists in managing all incoming mail for surgeon(s) and nurse practitioner(s), assuring that all correspondence receives timely attention and is followed up appropriately. Assists with training incoming new secretaries or temporary secretaries when requested. Functional knowledge of various office equipment. Provides coverage for absences within the division, off-site practice location if needed, and within the department whenrequested.

Other duties asassigned

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years of relevant experience required
• Or equivalent combination of education and experience
• Associate'sdegreeinMedical,Secretarial,billing,orrelatedfield preferred.
• Medical Terminology, experiences with surgical/appointment scheduling software (such as Flowcast), and electronic medical records preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated customer relations skills required
• Excellentinterpersonalskills,customerserviceskills,and organizational skills preferred.
• Strongattentiontodetailandcommunicationskills,includingwrittencommunication preferred
• Workingknowledge ofwordprocessingandspreadsheetapplications. Experienceinmedicalofficesettingpreferred.eRecord,Cadence,and 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.