Float Outpatient Access Specialist

Rochester, NY


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

Acts as a resource to staff performing those functions in a clinic setting. Monitors and assures that all functions are completed in an accurate, efficient, and customer friendly manner. Coordinates all OAS staff training activities. Assists Program Administrator or Manager through operational support and personnel related matters, including performance evaluations as co-planner, and developing plans for improvement in staff member’s completion of assigned activities. Other duties may include being the front office eRecord superuser, assist with workflow design and implementation and serve as the front office expert supporting referral coordination, prior authorizations as well as be assigned as main provider support.

The Physician Support Specialist will be responsible for monitoring own performance on assigned tasks; is self-directed. Expert at making complex decisions independently and assists staff in complex decision making and adaptation to technology and systems used. Trains and coordinates the assignment and duties of Outpatient Access Specialists and those of less experienced support staff. Performs at a fully meets and often exceeds or consistently exceeds level.


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. Coordinate scheduling of patients at multiple practice sites; coordinates referrals for consults. Obtains patient medical records to facilitate patient care. Obtains authorizations and pre-verifies insurance. Triages telephone calls from patients and referring physicians to surgeons, residents and nurse practitioner(s). Schedules appointments, tests and surgeries, coordinating appointments, tests and consults in preparation for surgery or further clinical work up. Interacts effectively in carrying out these responsibilities, presenting a positive image for the Division of Surgery. Works regularly on URMC patient registration and clinical information systems.

Time and Calendar Management

  • Serves as primary contact for provider(s). Manages provider(s) calendar, prioritizes appointments and meetings based on provider preferences. Chooses and recommends among competing demands.

  • Examines the clinical schedule(s) on a continuous basis to identify opportunities for optimizing the time and effort of providers. Finds missing orders and pends them for review and approval. Anticipates needs of insurance companies by gathering all necessary information for referrals and prior authorizations.

  • Applies provider preferences and protocols in selecting from multiple possibilities to execute and/or delegate follow up actions based on provider’s patient notes.

  • Frequently composes, edits and obtains signatures for non-routine letters of correspondence related to appeals on denied claims. This includes compiling all necessary information and drafts for provider signature.

  • Manages provider(s) documentation and information. Composes and types non routine correspondence providing factual information.

  • Researches hospital medical records for information requested by physicians, insurance companies and attorneys.

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 routine supplies and ensures expenses, including physician dues, fees and related practice expenses, are reimbursed appropriately. Maintains database to track expenses and payments. 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. Functional knowledge of various office equipment. Provides coverage for absences with the division, offsite practice location, and within the Department when requested; research duties as requested.

Other duties as assigned.


  • High School Diploma required

  • Minimum of 2 years of relevant experience required

  • Or equivalent combination of education and experience required

  • Medical Terminology, experiences with surgical/appointment scheduling software, and electronic medical records, preferred. Demonstrated customer relations skills.

  • Ability to travel to off-site locations when needed.

NOTE: This document describes typical duties and responsibilities and is not intended to limit management from assigning other work as required. The Department of Imaging Sciences goal is to achieve 100% accuracy, 0% error rate and complete patient/customer satisfaction in an expeditious and courteous manner.

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

Location: Strong Memorial Hospital
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 008