As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

MINIMUM EDUCATION & EXPERIENCE

• High School diploma and 2 years relevant experience required
• 1 year leadership experience preferred
• Or equivalent combination of education and experienceExperiences with surgical/appointment scheduling software and electronic medical records preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Demonstrated customer service skills required
• Medical Terminology preferred
  The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture 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 characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law

GENERAL PURPOSE

Oversees and directs Physician Support employees in their assigned divisions. Assigns and directs work and provides guidance and direction to physician support teams. Provides input and support related to recruiting, hiring, training, goal setting, performance management and promotional decisions. Acts as a subject matter expert related to physician support job duties, divisional scheduling guidelines, and clinic management processes. Consistently and regularly identifying areas of improvement and demonstrate and model ICARE values.

ESSENTIAL FUNCTIONS

• Coordinates and manages staffing plans, assignments, and daily work for assigned Physician Support team 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 resource for answering complex questions or issues related to physician support job duties and assists in problem identification, quantification, and resolution.
• Acts as primary preceptor for new staff, including training, onboarding, and monitoring training/competencies.
• Provides training on all aspects of physician support roles.
• Works with cross functional teams 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, utilizing specific criteria, measures quality, quantity, and timeliness of tasks performed.
• Prepares related logs and management reports.
• Communicates accuracy to staff and manager.
• 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.
• Provides Access Center triage information daily. Acts as primary point person for scheduling triage for assigned divisions and ensures prompt coordination of scheduling triage requests.
• Collaborates with others in the role across divisions/departments to establish implement and monitor adherence to best practices and standards.
• Participates in recruiting, hiring and promotion decisions. Assists with performance evaluations.
• Promptly and accurately completes required documentation related to hires, terminations, and other status changes.
• Monitors staff performance.
• Counsels staff regarding performance issues.
• Adjusts staff schedule and duties as necessary using experienced judgment.
• Manages and approves staff requests for time off and overtime. Oversees time approval.
• Performs duties of physician support as required, particularly for more complex requests.
• Achieves and maintains proficiency in provision of excellent customer service, accuracy and efficiency of work.
• Coordinates urgent and emergent clinic tasks, such as scheduling urgent surgeries, paperwork, cancellations. etc.
  Other duties as assigned.