Physician Support Coord IV

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.

Job Location (Full Address):

220 Hutchison Rd, Rochester, New York, United States of America, 14620

Opening:

Worker Subtype:

Regular

Time Type:

Full time

Scheduled Weekly Hours:

40

Department:

500350 Imaging Sciences-Call Center

Work Shift:

Range:

UR URCB 205 H

Compensation Range:

$20.31 - $27.42

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.

Responsibilities:

The Lead Physician Support Specialist oversees and directs the Physician Support Specialists (PSS) in their assigned divisions. Assigns and directs work and provides guidance and direction to PSS. Provides input and support related to recruiting, hiring, training, goal setting, performance management and promotional decisions. Acts as a subject matter expert related to PSS job duties, divisional scheduling guidelines, and clinic management processes. The Lead Physician Support Specialist is responsible to consistently and regularly identifying areas of improvement and demonstrate and model ICARE values.

ResponsibilitiesResponsibilities POSITION SUMMARY: With general direction and latitude for initiative and judgement, The Lead Patient Services Representative/Call Center Team Leader serves as the first line supervisor and provides management, directions and support to the Interventional Radiology Scheduling Operations team to ensure consistent and superior performance of the schedulers. The individual is a role model, teacher, facilitator and mentor for staff using excellent customer service problem solving skills, and exercising a thorough knowledge of departmental policies and procedures as they relate to call center functionality in support of Imaging Sciences. SUPERVISION AND DIRECTION EXERCISED: Coaches, mentors, plans and directs the day to day work of the Call Center team. First line supervisor for all Call Center agents: together with Call Center Manager, serves as leadership for the Call Center team. MACHINES AND EQUIPMENT USED: Office equipment. TYPICAL DUTIES: General: Ensures that all callers to the Call Center are treated with respect, courtesy, and dignity and receive the best information and service possible from the Cal Center agents. Guides the Call Center team toward achievement of call center standards of excellence. Adheres to and ensures the execution of Call Center policies and procedures. Initiates and implements quality improvement plans focusing on standards and system functionality. Collaborates with service lines across the SMH health system and region as necessary to ensure that the Call Center team is adequately meeting their needs. Supervisory (30%): Provides direction to Call Center staff to assure smooth call center operations; provides day-to-day guidance, instruction and assistance to Call Center Team. Develops and conducts training programs for Call Center Team. Develops and implements application references, instructional materials and any other material necessary to ensure consistent and excellent information conveyance and service delivery. Coaches and works collaboratively with team members to resolve operational issues. Manages changes in staff performance based upon quality monitoring data. In conjunction with the Manager of the Call Center, approves and coordinates PTO/vacation requests and determines appropriate coverage to meet service level standard, provides call center telephone coverage during staffing shortages. Acts as liaison between Call Center Team and Senior Management as well as Faculty. Exhibits responsiveness to personnel at all levels by effectively communicating and sharing information. Observes Call Center Team and assists, as necessary, with customer related issues, serves as first line of escalation for callers to the Call Center. Uses good judgment and departmental protocols to resolve patient, consumer or physician issues; determines when situations warrant escalating to the Call Center Manager, Senior Management, Security or other areas of the health system. Proactively serves as a resource for clinical and non-clinical departments in determining ap