Physician Support Rep III

Rochester, NY


With minimal direction and considerable latitude for independent judgement, performs routine and non-routine duties requiring highly advanced secretarial skills and proficiency for the Department of Dermatology, Division of Pediatrics. Secretary is responsible for considerable departmental administrative details and duties requiring extensive experience with policies, procedures, and practices of the University and the Department of Dermatology. Daily responsibilities include clerical, receptionist, response to billing questions, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services to the patients of the University of Rochester Medical Center Department of Dermatology and its affiliates on behalf of the physicians and medical providers associated with the University. Involves the collecting, assessing, submitting, processing and updating of sensitive and confidential information, resolves patient access and customer service issues within limits and works with confidential information from various business systems and in accordance with multiple work-flow protocols.


Patient Scheduling/ Front Desk Support

  • Schedule procedure and office appointments for pediatric patients at multiple locations using electronic scheduling systems. Extensive use of electronic medical record system to correspond with attending physicians, midlevel providers, patients, internal customers, external provider’s offices, and others regarding the status of patient requests for appointments. Accurately communicate to patient’s various preparation requirements for Derm procedures and other appointments in writing, by telephone, and electronically. Effectively maintain clinic schedules of multiple providers; consistently monitoring them for opportunities to improve all provider’s productivity and increase appointment availability and access for our patients. May include coverage for front desk registration, check-in/out. Answers internal calls for access center ACD line.

  • Effectively maintain clinic schedules for sub-specialty (pediatric) specific patients, scheduling referrals within protocol parameters and ensuring schedule accuracy and volume metrics are met.

  • Monitors appointment schedules, systems, and resources. Provides feedback/suggestions to leads, supervisors and/or department stakeholders for the purpose of achieving, monitoring and maintaining efficiency, reducing cost, and reducing waste. Alerts leads and supervisor to problems with systems, equipment, work stations, and resources in a timely manner to ensure highest quality and quantity of service is provided at all times. Based on general knowledge of UR Medicine branding standards and entity protocol, responds to inquiries and provides information for patients, physicians, vendors and customers of Strong Memorial Hospital, Highland Hospital, University of Rochester Medical Center affiliate institutions, UR Medical Faculty Group, individual departments, persons or programs in order to answer inquiries and connect callers.

Administrative Support

  • Disseminate correspondence to patients per direction from providers regarding results of procedures, tests and other information pertinent to patient’s dermatologic health. Assures schedules are accurate and changes are made in a timely manner. Some management and coordination of provider calendars related to attendance at conferences and conventions so as not to interfere with patient schedules. Reconciliation of our box schedules against provider templates in eRecord, notifying supervisor of any discrepancies. Process requests for medical information from provider’s offices in a timely manner to ensure patient receives quality care. Assures all notifications are professional and timely.

Workqueue and Inbasket

  • Work multiple workqueues on a daily basis and maintain appropriate levels of messages in eRecord inbaskets. Assist teammates with coverage of inbaskets during vacations, absences and lunch periods. Respond to urgent requests within assigned workqueues in a timely manner.

  • Triages patient calls using expert knowledge to respond to individual patient needs within protocol. Determines when situations warrant contacting Administrators on Call, Security, or Public Relations.¿ Researches, resolves and documents non-routine paging issues which have impacted or delayed patient care. As required, performs disaster protocols. Resolves inquiries efficiently and escalates appropriately so all calls are resolved/documented.

  • Attends and contributes to monthly staff meetings and participates in training sessions to ensure understanding of and adherence to communication protocol, organizational target goals, updates systems, and requirements for documentation of communication activity.

Other duties as assigned


  • High School Diploma required.

  • Minimum of 2 years of relevant experience required or an equivalent combination of education and experience.

  • Experiences with surgical/appointment scheduling software and electronic medical records preferred.

  • Demonstrated customer relations skills preferred.

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: Medical Faculty Group
Full/Part Time: Full-Time