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):

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

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

910622 Psychiatry EBS

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:

The Department of Psychiatry at the University of Rochester invites applications for a full-time physician support representative (PSR) position. The PSR will support medical providers at multiple Outpatient Psychiatry offices. With minimal direction and considerable latitude for independent judgment, the PSR will perform complex secretarial and administrative duties in a fast-paced environment in support of our clinical programs. The PSR will be responsible for all clinic preparations, including but not limited to, providers' time and calendar management while optimizing provider patient schedules, coordination of patient care and information/data support. The PSR will build and maintain the medical providers templates in eRecord as requested by leadership. The PSR will work closely with all providers in the practices to manage patient needs effectively.

The PSR will manage all non-clinical aspects of patient scheduling including scheduling new patient visits from waitlists, scheduling and rescheduling follow-up visits, as well as responding to patient phone calls and MyChart appointment requests. The PSR will also need to assist at off-site locations to provide support during times of urgent need. The successful candidate will demonstrate excellent time management and organizational skills, as well as enthusiasm for supporting our mission to deliver high-quality patient care.

ESSENTIAL FUNCTIONS

Workflow Optimization, Provider Scheduling & Template Management

• Continuously review clinical schedules to optimize productivity and patient access
• Maintain and adjust provider templates in collaboration with clinic leadership
• Identify and implement improvements in scheduling workflows and clinic efficiency
• Anticipate provider and operational needs proactively
• Authorize overbooking, schedule adjustments, and rescheduling based on urgency
• Update clinic calendars, including provider coverage plans
• Run routine operational and scheduling reports
• Maintain provider caseload lists and scheduling metrics

Patient Scheduling, Waitlist Management & Access Coordination

• Serve as primary contact for waitlists and manage all scheduling from waitlists
• Maintain, monitor, and prioritize waitlists within work queues
• Elevate urgent patient need to clinical team for triage
• Coordinate patient access needs, including urgent scheduling and rescheduling
• Communicate with patients regarding appointment availability, preparation, and follow-up
• Ensure timely movement of patients from waitlists to scheduled care

Communication, Clinical Coordination & EMR Management

• Communicate with providers, insurers, and external stakeholders to coordinate care
• Handle incoming calls, patient messages, and eRecord/EMR communications
• Triage inquiries, assess urgency, and route appropriately
• Document all interactions, actions, and follow-ups in the EMR accurately
• Enter and manage external referrals
• Provide cross-coverage support for the Division’s PSR pool
• Participate in special projects and support additional operational needs

Front Desk, Administrative & Operational Support

• Perform patient registration and verify demographic and insurance information
• Support departmental quality, compliance, and operational initiatives
• Ensure adherence to institutional policies and standards
• Attend meetings and disseminate key information as needed
• Assist with training, onboarding, and cross-coverage
• Perform other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years of 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

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.