Physician Support Rep III

Responsibilities

• Using independent judgment and initiative, the Physician Support Specialist performs routine and non-routine duties of a highly confidential nature.
• Duties will include complex secretarial, administrative and physician support duties, contributing to the coordination of patient care, managing and monitoring of the in-basket and work queues, acts as a liaison between patients and their care team, and assists with coverage of clinics and projects when necessitated by Office Manager or other Administrator.
• The position reports directly to the Office Manager and will also work in collaboration with the Administrator II, Nurse Manager, Medical Director and health providers.
• The incumbent will apply University policies, procedures and privacy standards in the performance of all duties.
• Review, sort and process all inbound patient care related communications inclusive of but not limited to – Right Fax, paper, ERecord, MyChart, ensuring accurate and timely filing/sorting dispersing to proper department via in basket and Box to the appropriate person.
• Perform clerical tasks, such as scanning, photocopying, faxing, mailing.
• Receive, review for HIPAA compliance and scan all incoming written requests for release of confidential patient information into the electronic medical record.
• Processes releases or directs (if necessary) the request for further processing.
• Answer inbound inquiries by phone, email and other electronic interfaces. Follows prescribed protocol and Standard Operating Procedures in order to schedule patient appointments, resolve patient issues, responds to patient/physician inquiries, handles or redirects billing inquiries, handles patient/customer complaints and provides basic technical support.
• Ensures appropriate use and distribution of Electronic Medical Record information.
• During the call, makes independent decisions to act outside of the protocol to transfer, refer or resolve emergent situations.
• Accurately and efficiently uses appropriate business systems and/or software to navigate, interpret and analyze, report, troubleshoot, schedule appointments, registers patients, records information and documents problem resolutions.
• In a professional manner, respond and document appropriately to patient calls as they are forwarded into the in-basket.
• When necessary, gather information, evaluate callers concerns and refer to physicians or other health care personnel to address.
• Must possess the ability to determine which questions should appropriately be addressed by physicians or other health care providers.
• Respond to callers independently and follow-up to be sure customers are satisfied that requests were handled in a timely fashion.
• Acts as liaison for contact with area providers to facilitate communications with physicians.
• Ensures messages are received and transferred in an expedited manner to ensure timely patient care that best represents the ICARE values.
• Cross-coverage in shared clerical office; special projects and other responsibilities as assigned.

Qualifications

• High School diploma and 2 years of relevant experience required
• Or equivalent combination of education and experience
• Associates degree in Medical, Secretarial, billing or related field preferred
• Medical Terminology, experiences with surgical/appointment scheduling software (such as Flowcast), and electronic medical records preferred