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):

135 Corporate Woods, Suite 200C, Rochester, New York, United States of America, 14623

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500912 Primary Care Administration

Work Shift:

UR - Day (United States of America)

Range:

UR URCA 205 H

Compensation Range:

$20.30 - $27.41

Responsibilities:

This hybrid/ remote position supports Primary Care practices and PCN Digital Health Dept. with multiple key responsibilities. With minimal direction and latitude for initiative and judgment performs routine and non- routine administrative duties including but not limited: managing all Primary Care Service Line referrals, all front desk aspects of PCN Digital Health department and clerical functions directly related to medication refill management, including NYS I-Stop.

The PSR-III is able to work effectively across multiple systems (Epic, DexCare, Health Commerce System and healthcare plan portals). This position requires that the PSR-III is able to deliver a high level of customer service, focused on displaying ICARE values, via digital platform.

The mix of responsibilities may differ depending on the department's structure and business needs. While the PSR-III is accountable for all duties, not all tasks will be performed on a daily basis.

The Physician Support Rep III, PCA Centralized Projects plays a valuable support role in achieving the Primary Care Network goals.

SCHEDULE

• Position includes evenings/weekends/holidays

ESSENTIAL FUNCTIONS

• MUST BE WITHIN A COMMUTABLE RANGE OF ROCHESTER, NY
• Working directly with an assigned digital health provider follows written protocols to ensure that patients are scheduled with providers in appropriate sequence. Is able to follow written directions, which establish the need to add urgency to patients as they arrive in queue. Follows scheduling protocols for appointment reasons and based on patient stated visit reasons schedules appointment with digital health provider. Based on protocols may also refer appointment requests for in person evaluation. Must professionally and efficiently communicate requests for in-person care to the primary care office via telephone and clerical in-basket pools
• Utilizes DexCare chat functionality to warmly and professionally greet the patient. Check-in visits in Epic. Reviews patient completed registration form and compares to Epic registration. Updates the Epic registration, as necessary, based on patient entered details. If patient is new to Epic, runs real-time eligibility verification of insurance plan.
• For Digital Health visits, as appropriate, manages self-pay registration details. Communicates, to digital health provider, that “do not bill” has been updated. With the same level of decision making, accurately updates self-pay indicator in Epic registration, when patient is uninsured.
• Serves as the technical expert both for patients and providers for issues with DexCare platform, patient’s technology, ie cellphones or computers. Is able to troubleshoot connectivity issues and make determinations about alternative visit types.
• Applies Primary Care Service Line providers preferences and protocols to pend medication refill requests to ordering clinicians; includes appropriate verification eligibility use NYS Health Commerce System I-Stop
• Following medication protocols finds missing lab orders and pends them for review and approval and ensures appropriateness of last or next visit with provider. As necessary, schedules visit with primary provider.
• In processing referrals for receiving providers as well as prescribing providers, prioritizes referrals by following and applying standard policies, procedures and practices.  Employs multiple tracking mechanisms to ensure that referral approvals and appointments are obtained in a timely way so that patients are always cleared for their appointment prior to their arrival. Enters progress notes and other pertinent information into the electronic medical record based on application of practices and procedures.
• Assembles, from multiple tabs within the electronic medical record, the necessary details to identify what referral is needed.  
• Determines if preliminary testing (i.e. Imaging) is needed based on office practices and procedures and is responsible for explaining to patient, assisting with scheduling and for completeness prior to office visit.
• Anticipates, gathers and sends information to insurance carrier and/or provider needed for obtaining referral or prior authorization for required preliminary testing.
• Completes the referral request in the electronic medical record system once the patient has been seen by entering a new status as closed
• Other duties: accepts other responsibilities as defined by manager

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years of medical office experience or relevant experience required
• 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
• Ability to use various hospital information systems (Epic) 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.