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University of Rochester Lead Physician Support Spec - 233066 in Rochester, New York

Lead Physician Support Spec Job ID 233066

Location Medical Faculty Group Full/Part Time Full-Time Favorite Job Regular/Temporary Regular Opening

Full Time 40 hours Grade 010 PM&R Non-Op Spine





Serves under general direction of Admin I, and with latitude for independent judgment, the Lead PSS serves as the assistant manager for the PM&R outpatient division non-clinical operations focused primarily on the support of the Faculty Practice. Lead PSS performs, supervises, helps to coordinate and monitor the work activity of the PSS serving under the MD umbrella for all sites. This Position will demonstrate and maintain a positive work environment by modeling and communicating in a respectful and professional manner with patients, faculty, residents, fellows, co-workers and direct reports. This is a working position and may have to step in to cover any of the PSS functions as needed. Occasional early evening work may be required.


Operations Management

  • Coordinates and manages staffing plans, assignments and daily work for assigned Physician Support Specialists (PSS) to ensure effective and efficient communication and support to Physicians.

  • Implements and monitors procedures to enhance levels of service and quality.

  • Develops guidelines for prioritizing and assigning work activities, evaluating effectiveness and modifying processes as necessary. Serves as a focal point for answering complex questions or issues related to PSS job duties, assists in problem identification, quantification, and resolution. Directly monitor the work of PSS staff to ensure accuracy and maximum efficiency.

  • Acts as primary preceptor for new staff (training, onboarding, monitoring training/competencies). Provides training on all aspects of PSS roles. Works with Administrative Assistants and Practice Manager to develop and revise division specific documents and materials such as training material, standard work documents, policies, and procedures. Identifies and communicates opportunities for improvement to increase utilization and/or ease of scheduling to access center manager and practice manager. Acts as subject matter expert and information resource. Attends educational programs for department at direction of supervisor and teaches other staff.

  • Performs quality assurance monitoring for activities completed in area of immediate responsibility (including scheduling errors) as well as other areas that affect it; using specific criteria, measures quality, quantity, and timeliness of tasks performed; prepares related logs and management reports.

  • Works closely with Access Center leadership team to investigate root causes of scheduling errors and improve workflows as needed.

  • Continuously evaluates workflows for improvement opportunities.

  • Train PSS staff on emergency plans and procedures.

  • Regularly evaluate division of tasks among the PSS staff, rebalance as required by the growth of the business.

  • Oversee daily management of patient schedules and assigned work queues.

    Miscellaneous Administrative Duties

  • Routine written and phone communication with faculty, patients, and staff.

  • Demonstrate skill in resolving difficult patient complaints and concerns.

  • Schedule and attend regular meetings with PSS staff as well as the other Leads and AA.

    Performs other related duties as required.


  • Associate‚Äôs degree in Medical, Secretarial or related field

  • 2-3 years of experience; or an equivalent combination of education and experience.

  • Medical terminology experience.

  • Demonstrated customer relations skills.

    How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled