RADIOLOGY SERVICES REPRESENTATIVE II

Job Description

Provides support to the clinical team to carry out the daily functions of the Imaging Center Business office and provide excellent patient service. This position provides the pivotal communication link for processing information/requests to and from patients, staff, visitors, physicians, and other departments or agencies. Has responsibility for initiating and/or ensuring the data entry of patient related functions/processes, as well as the management (maintenance) of the medical record and its related forms, documents, from admission to discharge. Communication is culturally based and age-specific.

Responsibilities

Communication/Customer Service

1. Keeps manager/staff informed of any issues that arise at the reception desk or that affect the business operation of the center.

2. Answers the phone in a timely professional manner, using paging system appropriately pages for staff or sends calls to appropriate person.

3. Meets and Greets Patients/Visitors/Staff in a timely friendly manner.

4. Confirms the patients' name, date of birth and address at point of check-in.

5. Communicates effectively with scheduling and registration staff at the hospital.

6. Communicates with patients respectfully in a proactive manner, anticipating patient needs. Keeps patient and families informed of any delays.

7. Communicates with all customers and coworkers in a professional, cooperative manner respecting differences.

8. Communicates with physician offices regarding patient records. Provides physicians' offices with exam results when necessary.

9. Adheres to all departmental and hospital customer (EXCEL) service standards.

10. Communicates with technical staff and/or manager regarding calls from referring Dr.'s for any urgent orders.

11. Communicates with the patient about expected payment at time of service. Accepts liabilities/co pays from patient when appropriate, acknowledges receipt and handles appropriately until courier picks up for the hospital.

Computer / Information Responsibilities

1. Verifies receipts of orders and contacts physicians' offices for prescriptions/written orders, when needed. Clarifies information on the orders with physicians' offices when necessary.

2. Places orders for radiology procedures in EPIC/RADIANT system in a timely manner.

3. Utilizes appropriate downtime registration and order entry process when there is an interruption in service and computer is down.

4. Appropriate documentation is obtained from the patient, (ie. General consent form, photo ID, insurance card(s)) and are scanned into the document image system.

5. Appropriate questionnaires (ex. pregnancy, CT, MR, Mammo) that are completed by the patient, are reviewed for completeness and are ready for the technologist performing the procedure. Depending on answers to certain questions, will discuss with the technologist so any additional questions can be asked or lab tests etc. can be obtained. Facilitates getting appropriate lab work/POC testing completed.

Facilitates on-site scheduling, Registration and Check In Process

1. Works collaboratively with scheduling and registration departments at the hospital to start and/or facilitate process to assure procedure is ordered appropriately, patient is registered, appropriate documentation obtained and scanned.

2. Has an understanding of insurance requirements to assist in obtaining the most accurate information. Understands the importance of accurate data entry in order to bill insurance and provide excellent quality service to our patients.

3. Ability to use analytical, critical thinking and problem solving skills to make this a seamless process for the patient.

4. Accommodates physician offices with requests for scheduling changes, additions and other requests.

5. Acts as an advocate for patients assisting them with registration if not completed in advance.

6. Obtains patient signature for hospital consent for treatment.

7. Obtains patient signature on ABN if necessary prior to treatment and provides patient explanation for ABN.

8. Obtains necessary information from patient and/or physicians' office to appropriately schedule and order the correct procedure.

9. Understands how to view patient schedule for all modalities and offers availability to physician's offices for urgent exams.

Assisting with Clinical and Non Clinical Needs

1. Assists Radiologist with requests needed (retrieving patient history information when necessary, fax for previous images if needed, and/or communicating with hospital departments (imaging library) if needed to obtain any information needed by radiologist to interpret exams.

2. Works as a productive member of the team but at the same time being a self starter in getting the work done.

3. Assists Technologists with preparedness of patients for exams when necessary.

4. Assists with collection of audit data for ACR, ODH, JCAHO, and/or MQSA inspections as deemed appropriate by manager. May assist with analysis and reporting of data.

5. Burning patient images to a CD for patient to take at the time of service or to send to appropriate physician.

6. Obtains appropriate consents from patient prior to release of information.

7. Other duties as delegated by manager or designee.

General Department Accountability

1. Serves as a positive role model maintains a positive attitude.

2. Attendance is within acceptable standards according to hospital policy. Any variation from schedule must be discussed with manager.

3. Utilizes the time and attendance system appropriately.

4. Ensures follow through of job functions in timely and appropriate manner.

5. Contributes to department performance improvement activities.

6. Evaluations are conducted and discussed with supervisor.

7. In-services and unit meetings are attended/or read minutes.

8. Completes all department assignments as requested in an organized consistent manner.

9. Complies with all HIPAA requirements, maintaining patient privacy and confidentiality.

10. Acts appropriately in Medical Emergencies, contacting appropriate authorities.

14. Follows chain of command when issues arise, disagreements occur.

Environment/Supplies/Equipment

1. Utilises fax, copier and printers in an appropriate manner following spcifications from the manufacturer.

2. Will be able to trouble shoot problems with office Equipment and provide routine maintenance for fax, copier, printer, etc.

3. Order, verify, and put away supplies and equipment. Maintains an appropriate volume of departmental supplies per manager discretion.

4. Typing/entering of data and filing for department (not patient record).

5. May act as a courier as needed (run errands).

6. Enter Plant Maintenance Work Requisitions on the computer as needed.

7. Notifies Clinical Engineering for malfunctioning office equipment as needed.

8. Serves as a resource for staff regarding location of office supplies.

Marketing and Center Development Activities

1. Develops ongoing rapport with referring medical office staff serving as a liaison between medical office staff and Imaging Center staff.

2. Potential office visits with manager in order to problem solve, further establish relationship with referring physician offices, and/or assist with patient scheduling.

3. May help to facilitate promotion of the Imaging Center, putting together marketing material and assisting with distribution.

Qualifications

KNOWLEDGE AND SKILLS:

Please describe any specialized knowledge or skills, which are REQUIRED to perform the position duties. Do not personalize the job description, credentials, or knowledge and skills based on the current associate. List any special education required for this position.

EDUCATION: Minimum High School graduate: some secondary or college education preferred or commensurate office experience.

YEARS OF EXPERIENCE: 1-3 preferred

REQUIRED SKILLS AND KNOWLEDGE:

Typing at a minimum of 25 words per minute and excellent data entry skills.

Ability and willingness to work as an active member of a team but accept delegated duties.

Good knowledge of computers, working in a windows environment. Good use of Microsoft office word; knowledge of basic spreadsheets and PowerPoint presentations.

Must have good analytical and critical thinking skills to solve problems

Must have excellent customer service including patients, physicians, visitors and co workers.

Knowledge of or ability to learn in a timely manner, pertinent clinical and medical information for imaging studies including medical terminology, types of procedures performed, patient preparation and pertinent diagnosis codes for imaging.

LICENSES & CERTIFICATIONS:

Certification in