Bilingual Service Rep II (Radiology)

Job Title

Responsible for answering and directing all telephone calls to ensure patient safety. Accurately schedules, registers, and supports multiple hospital clinics, rehab disciplines and/or departments. This position works collaboratively with other members of the health care team to ensure patient needs are met in a timely manner resulting in both patient and physician satisfaction.

Key Accountabilities

1. Answers and direct telephone calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers' needs.
2. Answers and processes all emergency calls efficiently and expeditiously to promote patient safety.
3. Schedules and pre-registers following established policies and procedures to assure accuracy. Schedules incoming calls, outgoing calls, and community physician referrals to facilitate scheduling is done in a timely fashion.
4. Ensures demographic information is updated and registration is completed during scheduling to prevent errors for check-in or back end billing.
5. Manages incoming requests and communication with referring physicians resulting in the satisfaction of both JHACH specialists and our referring physicians.
6. Maintains current knowledge in all areas responding to patient/staff requests, incoming and outgoing telephone calls and paging to support optimal Ambulatory clinic operations.
7. Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes and triage to schedule the appropriate appointment with the appropriate provider.
8. Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in patient and family satisfaction.
9. Promotes teamwork within the immediate and extended work area in order to foster positive employee relations.
10. Demonstrates willingness to achieve personal and professional growth resulting in staff development.
11. Performs clerical or administrative tasks as needed to assure the integrity of the program.

Qualifications

• A minimum of a High School diploma, GED, Certificate of Completion or equivalent achievement
• Minimum of three years' experience in a medical office or clinic environment required with knowledge of medical terminology.
• Candidates must successfully pass the required JHM approved designated language assessment prior to job offer. New employees must complete all required training within 30 days of hire.
• The ability to communicate effectively, both verbally and in writing, and have strong interpersonal and team building skills required.
• Knowledge of computer systems and electronic medical records is required.
• Must have visual and auditory acuity to operate general office equipment.
• Must be able to read, write, speak and understand English.