Customer Support

• Performs complex secretarial and administrative duties in a fast-paced environment in support of clinical, educational, and academic programs.
• Responsible for all clinic preparations, including but not limited to, providers' time and calendar management while optimizing provider patient schedule, coordination of patient care and information/data support.
• Serves as primary contact for provider(s).
• Manages provider(s) calendar and prioritizes appointments and meetings based on provider preferences.
• Examines the clinical schedule(s) on a continuous basis to identify opportunities for optimizing time and effort of providers.
• Finds missing orders and sends them for review and approval.
• Anticipates needs of insurance companies by gathering all necessary information for referrals and prior authorizations.
• Composes, edits and obtains signatures for non-routine letters of correspondence related to appeals on denied claims, including compiling all necessary information and drafts for provider signature.
• Manages provider(s) documentation and information.
• Composes and types of non-routine correspondence providing factual information.
• Arranges travel, conference registration and hotel accommodations.
• Interfaces with organizations, hospitals and others to facilitate invited lectures and speaking engagements for the provider.
• Research hospital medical records for the information requested by physicians, insurance companies and attorneys.
• Determines the order of daily surgeries and ambulatory procedures based on patient’s medical conditions and severity.
• Negotiates surgical/procedure schedule by communicating complex details directly to the Operating Room scheduling office and Ambulatory Surgical Center Staff.
• Authorizes overbooking and rearranging of surgeon's Operating Room schedules based on case complexity and medical urgency.
• Empowers contingency strategies to ensure all details, materials and locations are ready for surgery/procedures as scheduled.
• Varies patient education and follow up details accordingly in relation to pre-operative readiness and post-operative rehabilitation expectations and activities.
• Responsible for verifying the completeness of all relevant information from pre-op testing and evaluations for review by the anesthesiologist and the Operating Room.
• Assembles the necessary details from multiple tabs within the electronic medical record for review and inclusion when completing disability paperwork.
• Assesses calls to understand patient needs, prioritizes medical concerns and obtains responses from providers and follows up with patient.
• Serves as main point of contact for patients’ pre- and post-operative.
• Other duties as assigned.

Regional Physician Support Representative III

Senior Associate, Customer Care