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.


Scheduling, Patient Management and Prior Authorizations (55%)

  • Manage the conversion of pre-transplant patients to post-transplant at the time of discharge from their transplant admission. This requires updating patient information in multiple systems including eRecord and OTTR.

  • Assist RN and APP coordinator in ensuring that the program has the most up-to-date clinical and financial data to facilitate scheduling and financial approval for post-transplant care. Alert financial counselors, social workers and coordinators of any changes or loss of insurance coverage.

  • Examine, research and assemble necessary patient information via the scheduling system and multiple areas of the electronic medical record. Decides based on previous authorization approvals and denial experience, the relevant information to be included in the request.

  • Prepares and provides multiple, complex details and facts to insurance carrier to obtain prior authorizations for both standard and complex requests such as procedures (organ biopsies), imaging and most importantly, medication authorizations for transplant specific medications.

  • Work with insurance companies to troubleshoot and resolve obstacles. Collaborate with providers when needed to obtain authorizations and process appeals.

  • Schedule follow-up testing and clinic appointments for post-transplant patients as directed by the Transplant Clinical Coordinator and by following established protocols.

Correspondence and Medical Record Management (30%)

  • Type patient letters with accurate, complete information in compliance with UNOS and CMS regulations.

  • 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, etc.

  • Update patient and physician demographics in OTTR and Flowcast to facilitate patient and provider communication.

  • Manage standing order process for post patients to track immunosuppression levels and ensure regular follow up visits are scheduled and kept.

Patient Liaison (10%)

  • Updates required standing lab orders.

  • Maintains communication with patients and pharmacies to ensure timely prescription refills of critical transplant medications.

  • Contact patient for updates on lab draws upon request of coordinator.

  • 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 (5%)

  • 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: $18.89 - $25.51 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