Physician Support Rep III

Rochester, NY


Position Summary:

With minimal direction and considerable latitude for independent judgment, performs complex secretarial and administrative duties in a fast-paced complex multi-disciplinary team environment. Responsible for supporting the clinical team who manage and triage post-transplant recipients and other medically complex patients seeking care from the transplant team. Participate in quality improvement projects and act as a resource to the other Post-Transplant Specialists. Requires knowledge and understanding of UNOS and CMS regulations to ensure program compliance.


  • Intake and Scheduling

  • Manage the intake of new referrals through various sources including eRecord work queue, faxed referrals and phone calls from outside providers. Enter new patients into multiple systems including eRecord as well as internal transplant spreadsheets.

  • Assist RN and APP coordinators in obtaining and organizing the required clinical and financial data to facilitate scheduling and financial approval.

  • Schedule required testing using knowledge of organ acquisition requirements to determine whether testing is scheduled as organ acquisition billing or billed to insurance. Obtain prior authorization if needed. Testing and multidisciplinary appointments are scheduled to accommodate patients. This process requires scheduling multiple appointments into a one to two-day time slot while working around multiple scheduling logistical issues including patient dialysis appointments, specialist availability and extra consideration for those who travel from outside our service area.

  • Create and update schedule for two-day transplant evaluation which includes eRecord appointments for surgeons and physicians on the team as well as non-eRecord appointments for allied health providers including RN Coordinator, APP, social work, nutrition, financial counseling and other allied health providers as needed.

  • Schedule follow-up testing, clinic appointments and wait list updates for pre-transplant patients as directed by the Transplant Clinical Coordinator and by following established protocols.

  • Schedule Living Donor chats for coordinators.

  • Assist with Support for Wait List Updates – Track down needed documents, test results to maintain wait list status; Schedule required testing using knowledge of organ acquisition requirements to determine whether testing is scheduled as organ acquisition billing or billed to insurance

  • Send out weekly LRN Schedule on Thursday afternoon

  • Correspondence and Medical Record Management

  • Update referral spreadsheet (Excel) for new patients

  • Document testing and communicate pertinent information to patient. Using independent judgment send letters by regular mail or federal express if patient is scheduled in a short time frame. Also use My Chart to send letters and communicate via telephone when required.

  • Obtain information from PCP and referring physician for pertinent information such as MRI, CT scan, pathology reports, dialysis information etc.

  • Update patient and physician demographics in eRecord. Accurate patient and referring physician information is critical for ensuring a patient is reachable in the event of an organ offer.

  • Manage standing order process for listed patients including tissue typing, regular blood draws and annual testing.

  • Working with the clinical transplant coordinator group, maintain and update patient information packet and education materials ensuring that patients are receiving up to date information that reflects current regulatory requirements.

  • Inpatient Pre-Transplant Duties

  • Inpatient support which includes obtaining medical records.

  • Work upon direction of Liver RN Coordinator and supporting inpatient transfer clinical staff members.

  • Obtain outside records for current inpatients as well as patients transferring to SMH for liver transplant evaluation.

  • Fax medical records if patient wishes a 2 nd opinion.

  • Liver Donor Intake HHQ

  • Urgent in-house scanning and routing (back-up)

  • Obtain imaging for Hepato-Oncology Clinic

  • Patient Liaison

  • Contact patient for updates or lab draws (including lab draws for MELD recertification upon request of coordinator for orders as needed.

  • Assesses calls to understand patient needs, prioritizes medical concerns and obtains responses from providers and follows up with patient. Document phone calls and patient interactions in eRecord system

  • Participate in the phone answering system (ACD) to ensure patient phone calls are being addressed in a timely manner

  • Meetings

  • Meet with coordinator/APP team on a regular basis.

  • Attend monthly staff meeting, QAPI meetings, and other meetings as requested

  • Participate in a QAPI project

  • Performs other related duties as assigned.


  • High School diploma and 2 years of relevant experience

  • Or equivalent combination of education and experience required

  • Associate’s degree in Medical, Secretarial or related field preferred.

  • Demonstrated customer relations skills, strong interpersonal and communication skills, including written communication required.


  • Technical: The ability to type, operate standard office equipment including computer, calculator, telephone, facsimile, computer skills on Microsoft Office Suite (Word, Excel, Office, PowerPoint), and EPIC.

  • Team player: Experience working in a team setting is preferred. This position requires a high level of interaction with many different team members including other pre-transplant specialists, nurses, APPs, physicians, surgeons, social workers, nutritionists, pharmacists, financial counselors and administrators. Must be comfortable raising concerns and speaking up in team meetings.

  • Medical Terminology, experience with surgical/appointment scheduling software and electronic medical records.

  • Strong attention to detail and organizational skills.

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.

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Location: Strong Memorial Hospital
Full/Part Time: Full-Time