Physician Support Rep III

About the role

The Physician Support Representative III (PSR) serves as the initial contact to the Division of Pediatric Allergy/Immunology. The PSR works with a team of 4-5 staff to support approximately 15 physicians and mid-level providers in the Department of Pediatrics.

Responsibilities

• Triage incoming calls, schedule patient appointments, obtain pertinent medical information and accurately document in the appropriate programs, including the electronic medical record (EMR)
• Coordinate functions associated with patient information for ambulatory visits and act as a resource for staff performing patient-related functions
• Use eRecord and OnBase, as well as distribute mail and perform other duties as assigned
• Demonstrate capability and desire to work independently and be a strong team player
• Demonstrate ICARE values (Integrity, Inclusion, Compassion, Accountability, Respect and Excellence)
• Clinical Support (35%):
  • Interact with patients, families, providers and other offices on the telephone and in person to provide support for a pediatric multi-specialty office
  • Timely answer and efficiently triage incoming calls, determine nature/urgency of the calls, and handle appropriately
  • Communicate effectively and relay information correctly and efficiently in a complex medical environment
  • Serve as office expert for Allergy/Immunology & Rheumatology
  • Assess calls to understand patient needs, prioritize medical concerns and obtain responses from providers and follow up with patient
  • Manage referrals (via eRecord and fax/mail) and schedule patient visits
  • Register patient demographic and insurance information
  • Responsible for clinical prep: obtain and ensure referral paperwork is scanned into patient charts prior to each visit; print labels and prepare clinical documents and deliver to clinic; ensure appropriate clinic paperwork is scanned into the chart after the visit
  • After each clinic, review schedules/office note encounters for scheduling follow up
  • Work with Supervisor, Clinical Administration to ensure outpatient clinics are opened and closed appropriately
  • Develop and work "bump" and reminder lists effectively, timely and accurately
  • Attend clinic, as necessary
  • Perform check-in and/or check-out duties
  • Schedule follow-up appointments for patients
  • Provide clinical and clerical support to providers
• Administrative (5%):
  • Attend office staff meetings and other relevant meetings, as requested
  • Provide clerical assistance, including distributing mail, create routine & non-routine mail correspondence to families & outside offices, scanning, faxing and errands
  • Other duties, as assigned
• Procedure Scheduling/Coordination (20%):
  • Assist Providers in reaching out to multiple offices to coordinate non-clinical inpatient & outpatient procedures
  • Schedule all necessary imaging, tests, & labs associated with procedure(s)
  • Complete & submit all paperwork needed for procedure(s)
  • Serve as main point of contact for patients, pre and post-operative
• Provider Support & External Coordination (30%):
  • Assist Providers in patient care transfer to external offices & departments
  • Provide & request all necessary medical documents & records to & from external offices and patients as needed
  • Assist families with coordinating multi divisional appointments internal & external
  • Review incoming patient visit referrals for proper scheduling and distribution
  • Assist Providers with contacting families to provide test results
  • Examine the clinical schedule(s) on a continuous basis to identify opportunities for optimizing the time and effort of providers
  • Research hospital medical records for information requested by physicians, insurance companies, & families
  • Apply provider preferences in protocols when selecting from multiple possibilities to execute and/or delegate follow up actions based on provider's patient notes
• Misc. (10%):
  • Provide insurance companies with information needed for services, testing, & labs
  • Other duties as assigned

Qualifications

• High School diploma and 2 years of relevant experience required, or equivalent combination of education and experience

Skills

• Must prioritize exceptional patient care with compassion and respect
• Demonstrated customer service skills, specifically strong communication skills (preferred)
• Medical Terminology, experience with appointment scheduling software (such as Epic), Microsoft Office and electronic medical records preferred
• Demonstrate accuracy in all correspondence including eRecord (preferred)
• Ability to work in a fast-paced, stressful environment, and demonstrate efficiency in prioritizing assignments while working successfully with a team (preferred)

Pay

$20.30 - $27.41 per hour

Schedule

Full time, 40 hours per week, Day shift