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University of Rochester Administrative Asst - 224194 in Rochester, New York

Administrative Asst

Job ID



Strong Memorial Hospital

Full/Part Time


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Full Time 40 hours Grade 051 Medicine/AIR Ambulatory


8 AM-4:30 PM


Position Summary:

Under the general direction of the Practice Manager, serves as a member of the leadership team in the Allergy, Immunology & Rheumatology Clinical Practice. Works in collaboration with the Practice Manager to develop systems/processes that will assure that standards are met and that efficient operations are achieved in several locations across Monroe County, Genesee County, and Ontario County. Assists in the day-to-day operations and carries out strategic goals as set by the Division’s leadership. Supervises, indirectly, a team of 17 clerical staff, providing key input on performance evaluations, and working directly with the practice manager for performance management needs. 0Carries out responsibilities with considerable latitude for independent judgment. Fosters and enables a positive work environment by modeling the ICARE values.

Specific Responsibilities:

Operational Management:

  • Manages the day-to-day clinical operations by collecting data from various sources, to analyze and interpret it, and to make recommendations improving the clinical operation. Re-evaluates implementation of projects to assess and determine further recommendations to improve gap closure and/or identify opportunities. Collects and analyzes data to ensure staffing levels are appropriate for volume of patients scheduled. Collects, analyzes and interprets data to ensure optimal patient throughput and maximum patient access. Solves problems proactively and as they arise. Serves as a primary contact for clerical issues.

  • Develops and plans the creation of Master Template schedules for attending physicians, mid-levels, fellows, faculty and infusion by evaluating patient access needs and demand for services. Ensures central reports accurately reflect Divisional productivity. To incorporate best practices, maintains expert knowledge of Cadence & eRecord applications by attending meetings/training and acting as the subject matter expert (SME) for the Division. To ensure compliance and that we are capturing charges/revenue for our services, collects and analyzes information regarding the practice and enhances charge capture forms in eRecord as needed.

Direct Patient Interactions:

  • Serves as a subject matter expert for insurance and billing questions. Troubleshoots prior authorization denials, and works with patients to obtain financial assistance for prescription medications. Troubleshoots billing challenges, and serves as the primary patient liaison for billing questions and errors, collects necessary information for resolution, and directs patients to the price estimation line as need.

Staff Supervision/Orientation:

  • Supervises OAS staff; Collects, analyzes and interprets data to develop and establish standard operating procedures. Develops and plans employee schedules to meet operational needs. Assigns accountabilities and reviews completed work for accuracy. Provides consistent feedback to staff on their performance and achievements. Meets regularly with clerical staff for information exchange and educational events.

  • Participates in the recruiting and onboarding process for clerical staff. Introduces, trains, and orients new staff to the unit. Ensures and inspects that the learning is competency based, provides clear expectations and goals to trainee. Assesses and evaluates performance throughout training, and provides feedback, additional resources and training when needed. Provides key input on performance evaluations of 17 clerical staff members, and assists the Practice manager in performance management issues.

Quality Controls/Process Improvement:

  • Establishes criteria for monthly monitoring of accuracy and efficiency; collects data, reviews results and makes a plan to meet goals. Ensures pre-verification protocols are managed. Monitors timeliness and accuracy of work performed by central services like scanning and access center and communicates issues with managers of central services as needed. Tracks no-shows, cancellations, bumps and first available appointments for the practice. Prepares monthly volume and statistical reports for the Leadership Team to review and to share at staff meetings. Reviews, analyzes and interprets results of Patient and Staff satisfaction surveys, and makes recommendations to improve satisfaction.

  • Serves as a champion for the timely and efficient implementation of team care, anticipating, identifying, and evaluating challenges, and course-correcting as needed.

Customer Satisfaction:

  • Assures ICARE values are demonstrated by all staff at all times. Acts as an excellent representative of the unit at departmental, service and institutional meetings. Serves as point person for the management of patient complaints and in this role, serves as a front line problem solver.

  • Answers correspondence and other inquiries involving the interpretation of University as well as departmental policy, regulations, procedures, etc.; guides subordinates on replies to routine correspondence.

  • Acts as a liaison with physicians, staff and with other community health, social and government agencies. Coordinates and directs programs for volunteer participation including the Lupus Walk and Arthritis Foundation programs. Develops and plans coordination of training programs/conferences for staff.

Performs other related duties as required.


Graduation from college or an equivalent combination of experience and training. 3 years of related work experience including at least 1year in an administrative capacity in an academic or clinical office, or the equivalent experience in business or health care.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled