Physician Support Rep III

Rochester, NY


With minimal direction and latitude for independent judgment, schedules complex patient appointments for Neuromuscular Disease/EMO Lab. Has frequent contacts with all divisional providers and administrative staff. Has frequent contact with insurance providers. Has daily, constant contact with patients via telephone. Performs secretarial duties, assists with mailing, faxing, and copying. Required to anticipate needs, problem solve, and independently prioritize. Acts as a resource to clinical staff that provide care to patients. Monitors and ensures that all functions are completed inaccurate, efficient, and customer friendly manner.


  1. Schedules complex patient appointments for Neuromuscular Disease Division/EMO Laboratory. Coordinates appointments with procedures simultaneously, working collaboratively with other disciplines. Works with diagnostic testing technicians to set up specialized procedures and examinations with patients. Procures requisitions from outside physicians' offices, and coordinates patient information for two locations. Monitors and tracks providers' availability. Resolves patient needs independently. Schedules interpreters and transportation and assists with hotel accommodations when needed. Maintains and updates cancellation/wait lists to effectively manage utilization. Answers phones, triages calls and relays messages. Fields patient inquiries and concerns. Resolves patient needs independently. Maintains and updates cancellation/wait lists to effectively manage utilization. Ensuring clinics are appropriately full and operating efficiently. Reviewing provider schedules one week ahead to identify scheduling errors, and to ensure all necessary documentation is in EMR in advance of appointment, per the attending physician. Schedules biopsy (nerve, skin, muscle) procedures in real time, as ordered by attending physician. Processes biopsy order, obtains insurance authorization, collaborate with APPs, Neuropathology Lab technicians to schedule biopsies. Works with other disciplines as needed, to coordinate and schedule biopsies that need to occur in the OR. Manages electronic signature/electronic documentation management program. Ensures providers have completed and signed documentation. Appropriately routes documentation to source needed, within Epic, and amongst providers. Acts as a resource to WF Call Center staff/ACI front desk staff as needed on a daily basis, with regard to NMD clinic appointments. Field questions, provides instruction, and resolves scheduling issues they encounter. Ensures complete, accurate, and timely information requests are completed and secures necessary information from providers/patients prior to appointments. (40%)

  2. Processes insurance referral requests and appeals, obtains prior authorizations for coverage of services, and coordinates with physicians. Relays information and exercises discretion and confidentiality to assist patients. (25%)

  3. Manages incoming and outgoing patient referrals. Consults with APPs as needed and documents referrals appropriately. Manages Order Queues to ensure orders are processed in a timely fashion. Maintains communication with referring offices (25%)

  4. Scans records into patient files, and maintains patient files with appropriate contact documentation. Responsible for the security of confidential patient information and files, which includes, but is not limited to, materials that require scanning, faxes received regarding patient information, and completing requests received for patient records. Maintains files and office supplies. Sorts mail, files, photocopies, faxes, and processes mail. Scans records into patient files, and maintains patient files with appropriate contact documentation. Ensures appointment information is consistent in both EMR and EMO database. (10%)


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

  • Three years of relevant office experience; or an equivalent combination of education and experience required.

  • Strong computer, customer relations, and organizational skills required.

  • Experience with electronic medical records or scheduling systems 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: School of Medicine & Dentistry
Full/Part Time: Full-Time