GENERAL PURPOSE:

The Lead Physician Support Specialist oversees and directs the Physician Support Specialists (PSS) in their assigned divisions. Assigns and directs work and provides guidance and direction to PSS. Provides input and support related to recruiting, hiring, training, goal setting, performance management and promotional decisions. Acts as a subject matter expert related to PSS job duties, divisional scheduling guidelines, and clinic management processes. The Lead Physician Support Specialist is responsible to consistently and regularly identifying areas of improvement and demonstrate and model ICARE values.

JOB DUTIES AND RESPONSIBILITIES:

Coordinates and manages staffing plans, assignments and daily work for assigned Physician Support Specialists (PSS) to ensure effective and efficient communication and support to Physicians. Implements and monitors procedures 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, assists in problem identification, quantification, and resolution.

Acts as primary preceptor for new staff (training, onboarding, monitoring training/competencies). Provides training on all aspects of PSS roles. Works with Administrative Assistants and Practice Manager to develop and revise division specific documents and materials such as training material, standard work documents, policies, and procedures. Identifies and communicates opportunities for improvement to increase utilization and/or ease of scheduling to access center manager 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 area of immediate responsibility (including scheduling errors) as well as other areas that affect it; 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 Access Center leadership team to investigate root causes of scheduling errors and improve workflows as needed. Continuously evaluates workflows for improvement opportunities.

Provides Access Center triage information daily. Acts as primary point person for scheduling triage for assigned divisions and ensures prompt coordination of scheduling triage requests.

Collaborates with other Lead PSS across divisions/departments to establish implement and monitor adherence to best practices and standards. Participates in recruiting, hiring and promotion decisions. Completes performance evaluations. Promptly and accurately completes required documentation related to hires, terminations, and other status changes. Monitors staff performance; counsels staff regarding performance issues. Adjusts staff schedule and duties as necessary using experienced judgment. Manages and approves staff requests for time off and overtime. Oversees time approval.

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).

Other duties as assigned.

QUALIFICATIONS:

High School Diploma required.

2 years of relevant experience required or an equivalent combination of education and experience; 1 year of leadership experience preferred.

Demonstrated customer service skills required.

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

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion 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 status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $19.71 - $26.61 Hourly

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.

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Location: Strong Memorial Hospital

Full/Part Time: Full-Time

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