Supervisor, Medical Office

Rochester, NY

GENERAL PURPOSE:

Reporting directly to the Sr Practice Manager, and indirectly supporting the SIM Clinical director, GMD Administrator, GMD Chief, and SIM Nurse Manager(s), partners with SIM leadership as a subject matter expert related to clinic operations, divisional guidelines, and clinic management processes. Serves as the direct supervisor to PSR III staff. Manages staff schedules, vacation and time off requests, and assures appropriate coverage. Works with the Access Center (AC) for telephone management, protocol review, and partners with AC leadership to improve training and productivity of phone representatives. Supports daily operations by serving as a liaison for the practice, including fielding patient complaints, assisting with urgent scheduling needs, managing patient dismissals, and serving as a point person to solve daily operational challenges. Responsible to consistently and regularly identify areas of improvement for clinic operations and demonstrate and model ICARE values.

RESPONSIBILITIES:

  • Directly supervises Physician Support Representative III staff, currently numbering ten (10). Assists with training and onboarding new staff members. Monitors and evaluates performance of direct reports. Conducts staff meetings with PSR’s. Actively participates as a leader on broader staff meetings for Strong Internal Medicine and Department of Medicine. Coordinates and manages staff schedules and ensures appropriate coverage. Serves as the first point of contact for sick calls, vacation & PTO requests for PSR staff. Tracks and monitors time-off banks for PSR staff. May perform PSR and/or OAR job duties for coverage purposes.

  • Serves as a conduit to implement and enforce ambulatory policies as communicated and directed by Sr. Practice Manager. Tracks compliance with policies and communicates non-compliance to Sr. Practice Manager as identified. Performs quality assurance monitoring and identifies and recommends areas of improvement for clinic operations, particularly related to clerical workflows.

  • Serves as the primary liaison between Strong Internal Medicine (SIM) and the Access Center (AC). Represents SIM on monthly calls with AC and serves as a key stakeholder in the review and maintenance of the AC protocol. Works closely with the practice, AC, and ambulatory leadership to identify opportunities for improved scheduling protocols. Monitors errors of AC reps and communicates feedback to AC leadership. Continuously evaluates workflows and partners with AC leadership to improve training and/or protocols that lead to improved patient and staff experiences.

  • Assists Sr. Practice Manager in collecting data and/or placing reporting requests. Monitors productivity reports including, but not limited to, televox, Ambulatory ByPass Warnings, and others. Assists with patient panel management, including preparing and sending patient no-show dismissal letters according to practice policies. Prepares and sends other patient communication letters at the direction of the Sr. Practice Manager, Nurse Manager(s) and Clinical/Medical Director. Works with mail services accordingly.

  • Administratively supports and serves as a focal point for Sr. Practice Manager, Nurse Manager(s), Assistant Director of Clinical Administration, and Clinical/Medical Directors to assist in problem identification, quantification, and resolution.

Other duties as assigned.

QUALIFICATIONS:

  • Bachelor’s degree required

  • 2 years of relevant experience required

  • Or equivalent combination of education and experience required.

  • Demonstrates customer service skills, computer technology skills as well as organizational and trouble shooting skills required.

  • Prior supervisory experience strongly 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: $23.98 - $31.17 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
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