Physician Support Representative 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):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:
Regular

Time Type:
Full time

Scheduled Weekly Hours:
40

Department:
910131 Thoracic Surgery

Work Shift:
UR - Day (United States of America)

Range:
UR URCA 205 H

Compensation Range:
$20.30 - $27.41

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:

Performs complex secretarial and administrative duties in a fast-paced environment with minimal direction and considerable latitude for independent judgment, in support of the clinical, educational, and academic programs for the Faculty of Thoracic and Foregut Surgery. Responsibilities include time and calendar management, telephone triaging and management, prior authorizations and information/data support.

ESSENTIAL FUNCTIONS
Patient Scheduling and Coordination of Care

- 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. Coordinates scheduling of patients at multiple practice sites; coordinates referrals for consults. Obtains patient medical records to facilitate patient care. Documents telephone calls into ERecord. Triages telephone calls from patients and referring physicians to surgeons, residents and nurse practitioners.
- Schedules appointments, tests, and surgeries, coordinating appointments, tests and consults in preparation for surgery or further clinical work-up. Acquires prior authorizations for appointments,
- X-rays and Scans, which require detailed filling out of specific request forms with patient medical information. Also includes getting prior authorizations for surgeries which may require speaking with insurance companies’, nurses and giving specific health information from patients records to get authorization. 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.
- Motility lab Duties : Works closely with the Lead PSR as a primary point person for Motility procedure scheduling and authorizations, working with providers and nursing staff on AC2 Leadership team for the Motility Lab. Works closely with staff and trains staff for the Motility Lab, obtains authorizations, manages the high level of faxed referrals for the Motility lab, and manages the Outlook calendar for the surgeons with regard to the Motility Lab.  Manages cancellations and workflow of the Motility Lab, has expertise in managing the complex schedules, and is responsible for master templates for the Motility Lab. Attends all Motility Lab meetings.

Prior Auth Duties

- Performs complex patient prior authorization duties in a fast-paced environment with minimal direction and considerable latitude for independent judgment in the Division of Thoracic /Foregut Surgery.  Serves as the patient prior authorization specialist, with oversight of data and compliance to enterprise standards and referral and prior authorization guidelines.  Communicates regularly with patients, families, clinical and non-clinical staff, identifying barriers to appointment compliance, insurance company barriers and tracking all assistance provided. Adheres to approved protocols for working referrals and prior authorizations. Makes decisions that are guided by protocols and practices requiring some interpretation; maintains an expert-level understanding of the department/division.
- Prior authorization functionality required 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 outside of UR imaging, non-invasive procedures, Motility testing, surgeries, new patient and follow-up clinic visits etc., communicating medical information to the insurance carrier, and coordinating peer-to-peer reviews for denied services. Manages the Missing referral queue and appointments needing prior authorization work queue and ensures all authorizations are obtained and documented.
- Applies knowledge and protocols to varying degrees based on how complexities of the situation deviate from the norm. Resolves obstacles presented by the insurance company by applying knowledge and experience of previous authorization requests, denials and approvals.  On behalf of the provider and the University, perseveres with the process to ensure as many applications are approved as possible without provider intervention.

- Document and Information Management - Coordinates maintenance of patient records, including office charts, documentation for billing, completion/submission of documents regarding patient care and insurance. Transcribes, proofreads, and ensures accuracy and timeliness of all written materials, including medical reports and correspondence, and business correspondence. Demonstrates knowledge of medical terminology, word processing, spreadsheets, and presentation software. Researches hospital medical records for information requested by physicians, insurance companies and attorneys.  Scans patient information into the records via OnBase system. Is responsible for the missing referral queue and the appointments needing prior authorization queue.  Obtains authorization for visits as needed.

Other Office Management

- Coordinates work with nurse practitioner(s). Manages all incoming mail for surgeon(s) and nurse practitioner(s) assuring that all correspondence receives timely attention and is followed up appropriately. Manages routing supplies and ensures expenses, including physician dues, fees and related practice expenses, are reimbursed appropriately. Coordinates transfer of patient studies to and from other hospitals and physician offices. Assists with department hiring processes by training incoming new secretaries or temporary secretaries when requested. Scans patient information into OnBase. Functional knowledge of various office equipment. Provides coverage for absences within the division, off-site practice location, and within the department when requested.

Other duties as assigned.

MINIMUM EDUCATION & EXPERIENCE

- High School diploma and 2 years of relevant experience required
- Associates degree in Medical, Secretarial, billing or related field preferred.
- Or equivalent combination of education and experience
- 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
- Excellent interpersonal skills, customer service skills and organizational skills preferred.
- Strong attention to detail and communication skills, including written communication preferred.
- Working knowledge of word processing and spreadsheet applications preferred.
- Experience in medical office setting preferred.
- 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.