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University of Rochester Administrator for Support Services - 219015 in Rochester, New York

Administrator for Support Services

Job ID



Strong Memorial Hospital

Full/Part Time


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Full Time 40 hours Grade 055 Program Mgmt Orthopaedics


8 AM-4:30 PM


Position Summary:

The Administrator for Clinical Support Services has the responsibility for leading/managing the Physician Support Specialist, Ortho IT and Access Center workgroups. The primary goals of this position are to ensure, through the management of these workgroups, that patients receive the highest level of service, that care providers function in a highly efficient environment, and that staff work in a rewarding and respectful environment. Responsibilities also include the development and implementation of policies to support patient and employee satisfaction, workflow optimization, program development, and the monitoring of budgetary goals.



  • Develop policies, procedures, and auditing mechanisms for standardized workflows with communication to appropriate stakeholders. Implement and continuously develop "best practice standards" with a focus on maximizing the efficiency of the eRecord workflows.

  • Establish goals to ensure a service culture that meets the "Medicine of the Highest Order" expectations that are highly efficient and cost-effective.

  • Conduct assessments to maximize operating efficiency and effectiveness. Continually review administrative functions for opportunities for process improvement. Facilitate the implementation of electronic processes that will lead to work efficiencies.

  • Maintain and monitor statistics related to work volume, productivity, and other relevant factors and initiate operational adjustments as required.

  • Develop, implement, and monitor mechanisms for individualized to team-based administrative support for Provider workgroup.

  • Manage and modify the staffing model for the Orthopaedic and Rehabilitation Access Centers to meet the URMC quality standards and optimize patient access to care. Manage the continuum between direct person to person scheduling and electronic scheduling.

  • Develop, monitor, and track systems to maximize OR utilization and OR block schedules while providing appropriate access to the OR for surgeons.

  • Ensure compliance with SMH and URMFG policies and NYSDOH, Joint Commission, HIPAA and other regulatory requirements.

Staff Leadership

  • Accountable for all staff in direct and indirect service functions via the organizational structure.

  • Articulate the Department's expectation for the delivery of patient care services, set relevant goals, and hold all staff accountable for service excellence.

  • Ensure the staff is provided with; job training and professional development, performance evaluations, counseling and action on matters of discipline, and all other human resource issues.

  • Ensure the competency of staff through observation and evaluation to maintain best practices and quality outcomes.

  • Monitor staff satisfaction and initiate actions as required to ensure high levels of engagement. Effectively communicate with staff on all relevant topics to reach service excellence goals.

  • Provide project management oversight for the Orthopaedics IT workgroup to ensure proper desktop support, maintenance of IT infrastructure, and data analytics.

  • Develop and implement strategies to improve staff retention and minimize the time required to fill open positions.

  • Manage the authorized and actual manpower for the workgroups assigned by the organizational structure. Develop staffing requests with objective justifications to support workflow processes.

Patient Satisfaction

  • Monitor patient satisfaction and initiate action as required.

  • Develop and maintain performance indicators, including surveys and statistics, and initiate operational changes as warranted.

  • Respond to concerns raised by patients, providers, and others. Investigate and address quality of service concerns.

New Programs

  • Facilitate the development of new and expanded services such as new programs and satellite locations.

  • Assist with planning for new facilities, including providing direction and guidance in facility design.


  • Ensure the upkeep of facilities for the patient and employee safety as well as the attractiveness of the environment. Oversee furniture and equipment needs.


  • Develop and monitor UR MFG and SMH operating budgets for assigned workgroups.

  • Work with Department leadership to achieve a balanced budget, and improve profit and loss position.


  • Serve on Medical Center committees to represent the Department on programmatic issues.


Bachelor's degree and 5 years relevant experience including at least 2 years at a managerial level; or equivalent combination of education and experience. Master's degree, equivalent course work, or specialized experience in an appropriate field related to the assignment is desirable.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled