Patient Service Representative - Radiology, Full Time, Days

POSITION SUMMARY:

Supports the clerical functions of Diagnostic Imaging by performing all tasks associated with reception, scheduling, filing and image flow management prior to and after image production.

DUTIES AND RESPONSIBILITIES:

Under the general supervision of the Director Imaging Services, the direct supervision of the Office Supervisor for Diagnostic Imaging and within established policies and procedures, the incumbent performs the following functions:

1. Essential Functions:

• Responsible for providing excellent customer service to all customers (physicians, patients, physician offices and general public) requiring services or information from the Diagnostic Center.

• Performs reception tasks to include answering phones, greeting patients, verify physician orders, consents patients for exams.

• Answers phone calls concerning scheduling and procedures, accurately transferring phone calls to appropriate staff members and physicians.

• Communicate pertinent information regarding procedure, including exam preparation to patients.

• Complete all order entry functions utilizing a variety of PC applications to include obtaining physicians/patients history information for purpose of medical necessity and reimbursement, revisions of requisitions, and the reading of patient reports.

• Coordinate and confirm accurate orders, authorization and insurance eligibility for imaging procedures as needed.

• Prepare images for patients, physicians, health care facilities and authorized parties to receive. Using various applications performs imaging sharing to authorized facilities and maintains all image flow following established Diagnostic Imaging policy and procedure and Risk Management (Legal) consideration.

• Upload Images into PACS for radiologists and organization departments requiring them for patient care assisting with retrieval problems as arise.

• Document in HIM within Medical Records all signed patient image releases and other image requests from various facilities.

• Register patients in Sunrise for our offsite x-ray location and at CMC as needed.

• Enter patient and appointment data into computerized scheduling system. Coordinates with scheduling to maximize the efficiency of the room. Ensures special needs are noted in the computer system.

• Contact referring physician offices for information and documents pertinent to the scheduled procedure.

• Schedules/re-schedules patient appointments at the appropriate facility and fulfills customer needs to ensure customer satisfaction.

• Basic computer skills required.

• Screens patients directly and /or through physicians’ office or a family member to ensure safety and proper preparation for Diagnostic Imaging procedures.

• Performs similar or related duties as requested or directed.

2. Secondary Functions:

• Ability to perform a wide variety of duties requiring general knowledge of policies and procedures applicable within area. Involves the exercise of judgment in the analysis of facts and conditions regarding individual problems or transactions to determine what actions should be taken, within the limits of standard practice.

• Participates in appropriate role in fire and disaster drills, fires and other situations.

• Exercises care in the use and operation of equipment and reference materials. Performs routine maintenance to ensure continued functioning of equipment. Places service calls when equipment is malfunctioning. Maintains work area and the department waiting area in a clean and organized manner.

KNOWLEDGE, SKILLS AND ABILITIES:

Individuals must possess the knowledge, skills and abilities listed or be able to explain and demonstrate that the individual can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities and possess the necessary physical requirements with or without the aid of mechanical devices, to safely perform the essential functions of the job.

1. Have excellent customer service skills and the ability to adjust interactions to be appropriate with patient’s age, physical ability and intellectual development and by circumstance. Must demonstrate proficiency in assessing treatment and responses and adapting care to meet the needs of the patient population served; neonatal, pediatric, adolescent, adult and/or geriatric.

2. Physical requirements include the ability to bend the body downward and forward by bending spine at the waist; bend legs at knee to come to rest on the knee or knees; bend the body downward and forward by bending leg and spine; move about on hands and knees or hands and feet; extend hand(s) and arm(s) in any direction; stand for sustained periods of time; move about to accomplish tasks; use upper extremities to press against something with steady force in order to thrust forward, downward, outward; use upper extremities to exert force in order to draw, drag, haul or tug objects in a sustained motion; raise objects from a lower to a higher position, or from a higher to lower position, or move objects horizontally from position to position; pick, pinch, type or otherwise work primarily with fingers rather than with the whole hand or arm as in handling; apply pressure to an object with the fingers and palm. Sustain substancial repetitive movement of wrist, hands and/or fingers.

3. Ability to express or exchange ideas by means of the spoken and written word.

4. Ability to receive detailed information through oral communication and to make fine discriminations in sound.

5. Ability to exert up to 10 pounds of force occasionally and/or a negligible amount of force to lift, carry, push, pull or otherwise move objects.

6. Visual acuity sufficient for work which deals largely with preparing and analyzing data and figures, computer terminal operation, extensive reading, writing and telephone usage.

7. Requires the ability to plan and perform a wide variety of duties requiring general knowledge of policies and procedures. Requires considerable judgment to work independently toward general results, devising methods, modifying or adapting standard procedures to meet different conditions, also making decisions based on precedent and policy.

8. The worker is not substantially exposed to adverse environmental conditions.

9. Knowledge of departmental and hospital safety policies and infection control policies and procedures.

10. Knowledge of departmental and hospital confidentiality policies pertinent to patient information and hospital data.

11. Ability to operate a personal computer and related software.

12. Ability to understand and model the mission and core values of Catholic Medical Center through behavior and attitude.

13. Ability to transport self to and from off-site locations.

14. Ability to accept constructive feedback and initiate appropriate actions to correct situations.

15. Ability to establish and maintain effective communications and positive working relationships within the department, with other employees and the public.

16. Ability to work with frequent interruptions and respond appropriately to unexpected situations.

WORK SCHEDULE:

• Generally Monday through Friday, days/early evening.

• Occasional overtime requirements as necessary.

QUALIFICATIONS:

Education:

• High school diploma or equivalent.

• Medical Terminology.

Experience:

• A minimum of one year related experience required, medical office experience a plus.