University of Rochester Physician Support Spec in Rochester, New York


Full Time 40 hours Grade 009 CVSL Outpatient ACG & CC


8 AM-4:30 PM


Position Summary:

Under the general supervision of the Administrator and Transplant Coordinators/Nurse Practitioners, independently coordinates the evaluation and follow-up of patients in for the Program in Heart Failure and Transplantation. The incumbent will represent the URMC Transplant and Ventricular Assist Device (VAD) programs across a wide regional area of New York State. This includes communicating with internal and external customers including primary care and referring physicians, obtaining referral information and insurance pre-authorizations, scheduling consults, tests, and procedures including coordination of support staff and resources. Orient chronically ill patients and family members to the heart failure/transplant evaluation process, provide information and make arrangements for home-care services, transportation, lodging and other needs customized to the individual patient. Using knowledge of federal regulations pertaining to heart transplantation, independently manages clinical data and identifies the appropriate database repository based on patient diagnosis and treatment plan. Specialized databases include Pronto, the Organ Transplant Tracking Record (OTTR), and the United Network for Organ Sharing (UNOS/UNET), VAD Registry and other systems as required for Regulatory Compliance. Extract data and create reports for internal and external customers to enhance management of complicated clinical issues. Initiates requests for home-care services, collects interim visit clinical information from established, chronically ill patients who are unable to have follow-up at URMC. Triages phone calls, determines urgency and documents in appropriate database.


Scheduling Management

Independently identifies appropriate scheduling protocol for evaluation of heart failure and transplant patients, establishing sequence of appointments and coordination of multidisciplinary resources (cardiology, nursing, dieticians, echocardiographers, social workers and surgeons as well as room utilization, ancillary tests and required testing equipment). Coordinate overnight accommodation and transportation arrangements as needed. Independently coordinates follow-up appointments with Transplant Coordinator schedules and required ancillary tests and laboratory studies. Coordinates scheduling of patients for right heart catheterization and biopsy procedures. Facilitates hospital admissions as necessary.

Maintain transplant cardiologist and transplant coordinator schedules. Schedule meetings and appointments as requested with internal customers and pharmaceutical representatives.


Triage incoming calls, determining the appropriate resource for clinical responses, and completing follow-up communication with caller. Using established protocols, manage routine requests for prescription renewals and communicate instructions for Coumadin patients.

Communicate scheduling sequence to patients, providers and referring physicians. Orient patients to the evaluation process; provide new patient packet and teaching materials personalized to patient needs. Provide patients with test explanations and instructions for special preparation. Update referring physician with evaluation plan and status.

Obtain clinical status data from chronically ill patients/care providers whose illness precludes their ability to report for interim out-patient evaluations. Includes gathering lab data and ancillary test reports from facilities outside the Rochester area.

Initiate requests for home-care services as needed. Obtain insurance pre-authorization for each visit, procedure, and ancillary tests. Assist patients in resolving insurance issues and in obtaining authorization for home-care services.

Responsible for providing informed consent information to patients undergoing transplant evaluation, as required by NYS Department of Health and CMS, and documenting actions in OTTR. Responsible for providing and obtaining consent forms from patients being listed with UNOS.

Data Management

Primarily responsible for entry and management of data in multiple specialized databases. Independently creates schedules and builds/updates clinical and detailed demographic information in Flowcast, CIS, Pronto, OTTR, CMS, VAD Registry, IDX and other information systems, and on the transplant calendar. To optimize continuity of care, insure accurate and complete data entry by independently extracting demographic and detailed clinical data from existing internal and external sources, as required for entry in the appropriate database. Document each patient encounter (phone call, ancillary test/lab results, in-patient or out-patient clinical evaluation, medications, infection management) to maximize patient care and ensure full compliance with regulatory agencies. In each database, maintain clinical and demographic information by independently extracting data from existing records, as well as from patient and provider’s correspondence and voice messages. Ensure databases reflect current status, demographics, and on-going evaluation actions.

On a predetermined timetable (daily, weekly, monthly) create and publish spreadsheets and database reports such as: patient tracking by referring physician, new patient appointment wait times, inpatient census and provider visits, individual patient status to include medication changes and updated treatment/action plans, infection management, updated transplant listing status, flow charts and other resources for tracking regulatory requirements, pending action status reports for individual patients and regulatory reporting, and program time studies. Independently prepares and distributes agenda for multidisciplinary team meetings, takes and distributes meeting minutes.

Creates customized reports as requested by internal and external agencies, such as Marketing, Public Relations, Program Administration, UNOS, NYS Department of Health, CMS.

Performs cross coverage, miscellaneous duties and special projects as assigned.


A.A.S. in Secretarial Science or related field. A minimum of 3 years’ experience in a health care setting performing administrative and clerical support functions for patient care services, or equivalent combination of education and experience. Working knowledge of IDX scheduling system and proficiency in computerized databases and MS Office suite, including EXCEL spreadsheet program required. Experience in cardiology and/or transplantation a plus. Must have demonstrated ability to work independently with minimal direction and ability to multitask.

EOE Minorities/Females/Protected Veterans/Disabled

Job Title: Physician Support Spec

Location: Strong Memorial Hospital

Job ID: 206806

Regular/Temporary: Regular

Full/Part Time: Full-Time