Physician Support Rep III

Rochester, NY


The Physician Support Specialist ( PSS) serves as the initial contact the division of Pediatric Gastroenterology, Hepatology and Nutrition. Providing a high degree of customer service and clerical support to the division’s clinical practice and coordinates functions associated with patient information processing for ambulatory care visits. Acts as a resource to faculty and staff. Physician Support Specialist works closely with other coworkers, colleagues and associated medical providers. Monitors and ensures that all functions are completed in an accurate, efficient and customer friendly manner. Pediatric GI is a highly complex subspecialty practice involving but not limited to medical procedures serving the inpatient and outpatient population. The position interfaces with the different divisions throughout the Department of Pediatrics and other practices.

PSS staff rotate between the three shifts below to maintain competency in functions required to open and close the office. Staff must be available for all shifts at the supervisor’s discretion based on the needs of the Division as they arise. The Division has two locations, Clinton Crossing Medical Center and the Golisano Children’s Hospital. PSS will routinely report to the Clinton Crossings location.

Hours are variable based on operational needs - Monday through Friday, no holidays or weekends:

  • 7:45am-4:15pm

  • 8:00am-4:30pm

  • 8:30am-5pm


Telephone Management:

Responsible for courteous and efficient telephone communications. Manages incoming calls, triages calls to medical staff following the division guidelines. Coordinates outgoing calls to patients, other departments, insurance companies for patient care and/or scheduling. Verify patients name, date of birth, address, phone number and pharmacy. Takes clear and concise telephone messages; appropriately routing them to nurses, nurse practitioners, fellows and MDs.


Schedules new and follow up appointments. Utilize triage guidelines to schedule new patient appointments or forward clinical information on to the nurse for review. Cancels and reschedules appointments. Schedules radiology, procedures and interpreter services. Manages electronic bump lists and waiting lists by calling patients to reschedule or to offer a sooner appointment.

Prior Authorizations and Referral:

Obtain prior authorizations and handling referrals proficiently and within desired time frames.

Electronic Medical Record Management (eRecord):

Must be able to navigate and use the eRecord software for documenting patient related calls and information. Responsible for taking and completing tasks from the Peds GI Staff Pool Inbasket within 24 hours from the time the encounter was generated.

Reception (Check-In and Check-Out:

On a rotating basis all OAS staff will greet patients to initiate a positive ambulatory experience, identify healthcare provider to be seen, direct patient to next destination, obtain signatures as needed (e.g., for insurance forms), identifies and assesses patients’ special needs (e.g., interpreters). Provide constant vigilance of waiting area ensuring no patient waits unduly long providing communication between the provider and the patient if there is a delay to patient’s appointment time. OAS must remain in the office until the last patient has checked out and no longer requires assistance. Hand out patient satisfaction surveys twice monthly.


Review orders queue and after visit summary (AVS) to schedule radiological exams, procedures, follow up visits, and/or interpreter services at the time of check out. Obtains necessary authorizations for radiological exams. Print AVS after inserting any necessary instructions and give to the patient/parent or legal guardian. Reviews AVS prior to handing to the patient/parent or legal guardian; verify correct patient receives form.


Provide accurate registration collect patient demographic and financial information of patient arrivals in e-Record in an efficient, customer-oriented manner. Confirm patient insurance and demographic information following protocol for updating e-Record information; distribute questionnaires when appropriate and collect co-payments following protocol for the collection of co-payments.

Monitors registration errors, completes missing registration data, reconciles and ensures accuracy of patient information to ensure reduction in billing rejections. Identifies ways to reduce follow-up, repetitive, or corrective work. Using e-Record print daily schedules. Serves as a focal point for handling patient issues and serves as front-line problem solver.

Financial Management:

Reconciles daily co-payment log sheets at the end of the day for each and balance cash drawer. Identifies and resolves discrepancies. Reconciles reports with encounter forms and ensure all charges are captured.

Fax and Scanning: Responsible for retrieving and distributing faxes to the intended recipients. Medication refills, prior authorization requests, new patient information that comes in on the fax machine is a shared responsibility of all OAS staff. Prepare documents needing to be sent via courier to Health Information Management for scanning into eRecord.

Assist with training of new staff and other duties as assigned.



  • High School diploma or equivalent

  • 1-year related work experience in customer service or medical office

  • Demonstrated skills related to achievement of customer satisfaction

  • Must have reliable/efficient transportation


  • Medical terminology preferred

  • Demonstrated ability to word process documents and enter data into a database.

  • Demonstrate skill and efficiency in e-Record and electronic insurance verification system.

  • Demonstrate ability to type accurately at 55-60 wpm minimum.

  • Demonstrated ability to prioritize assignments to allow efficient workflow and adequate office coverage.

  • Ability to act as a resource to less experienced staff.

  • Demonstrates the ICARE values to patient, families, and staff.

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