Physician Support Rep III

Rochester, NY


General Purpose:

The Physician Support Representative III (PSR) serves as the initial contact to the Divisions of Pediatric Allergy/Immunology & Rheumatology. The PSR works with a team of 4-6 staff to support approximately 20 physicians and mid-level providers in the Department of Pediatrics. Must be able to triage incoming calls, schedule patient appointments, obtain pertinent medical information and accurately document in the appropriate programs, including the electronic medical record (EMR). Candidate will coordinate functions associated with patient information for ambulatory visits and act as a resource for staff performing patient-related functions. Candidate will use eRecord and OnBase, as well as distribute mail and perform other duties as assigned. Candidate must demonstrate capability and desire to work independently and be a strong team player. Demonstrates ICARE* values in each of the major responsibilities (ICARE—an acronym for Integrity, Inclusion, Compassion, Accountability, Respect and Excellence—provides the foundation for how we treat people at this Medical Center. Achieving our strategic vision depends on all of us living out these values and embracing the diversity of our faculty, staff, students, trainees and patients.

Responsibilities :

Clinical Support (35%)

  • Interacts with patients, families, providers and other offices on the telephone and in person to provide support for a pediatric multi-specialty office. Must demonstrate ability to timely answer and efficiently triage incoming calls, determine nature/urgency of the calls, and handle appropriately. Must be able to communicate effectively and relay information correctly and efficiently in a complex medical environment. Serves as office expert for Allergy/Immunology & Rheumatology.

  • Assesses calls to understand patient needs, prioritizes medical concerns and obtains responses from providers and follows up with patient.

  • Manages referrals (via eRecord and fax/mail) and schedules patient visits. Registers patient demographic and insurance information.

  • Responsible for clinical prep. Obtains and ensures referral paperwork is scanned into patient charts prior to each visit. Prints labels and prepares clinical documents and delivers to clinic. Ensures appropriate clinic paperwork is scanned into the chart after the visit.

  • After each clinic, reviews schedules/office note encounters for scheduling follow up.

  • Works with Supervisor, Clinical Administration to ensure outpatient clinics are opened and closed appropriately. Develops and works “bump” and reminder lists effectively, timely and accurately.

  • Attends clinic, as necessary. May perform check-in and/or check-out duties. Schedules follow-up appointments for patients. Provides clinical and clerical support to providers.

Administrative (5 %)

  • Attends office staff meetings and other relevant meetings, as requested.

  • Provides clerical assistance, including distributing mail, create routine & non-routine mail correspondence to families & outside offices, scanning, faxing and errands.

  • Other duties, as assigned

Inpatient Admissions & Procedure Scheduling/Coordination: (20%)

  • Assists Providers in reaching out to multiple offices to coordinate non-clinical inpatient & outpatient procedures.

  • Schedules all necessary imaging, tests, & labs associated with the procedure.

  • Coordinates all providers needed to be available for the procedure, including AMPS clinics, infusions, joint injections, etc.

  • Completes & submits all paperwork needed for procedure(s).

  • Serves as main point of contact for patients, pre and post-operative.

Provider Support & External Coordination: (30%)

  • Assists Providers in patient care transfer to external offices & departments.

  • Provides & requests all necessary medical documents & records to & from external offices and patients as needed.

  • Assists families with coordinating multi divisional appointments internal & external.

  • Reviews incoming patient visit referrals for proper scheduling and distribution.

  • Assists Providers with contacting families to provide test results.

  • Examines the clinical schedule(s) on a continuous basis to identify opportunities for optimizing the time and effort of providers.

  • Researches hospital medical records for information requested by physicians, insurance companies, & families.

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

Misc. (10%)

  • Provides insurance companies with information needed for services, testing, & labs.


  • High School diploma and 2 years of relevant experience required, or equivalent combination of education and experience required.

  • Equivalent combination of education and experience required.


  • Must prioritize exceptional patient care with compassion and respect.

  • Demonstrated customer service skills, specifically strong oral and written communication skills.

  • Medical Terminology, experience with surgical/appointment scheduling software (such as Flowcast), Microsoft Office and electronic medical records preferred.

  • Demonstrate accuracy in all correspondence including eRecord.

  • Ability to work in a fast-paced, stressful environment, and demonstrate efficiency in prioritizing assignments while working successfully with a team.

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: $19.08 - $25.77 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.

Apply for Job

  • Careers

  • Sign In

  • New User

Location: School of Medicine & Dentistry
Full/Part Time: Full-Time