Client Service Support Rep

Job Title: Imaging Services Rep

Location: VDI Diagnostic Imaging, Renton, WA

Department: Radiology

Shift: Variable

Type: OC / PD

Salary Range: $21.32 - $35.63/hrly, DOE

Job Overview
This position is responsible for assisting/facilitating expedient professional patient care in the Radiology Department. For a majority of the role, this includes procedure scheduling, order entry into a database, imaging records management, answering multi-line telephones, greeting patients, communicating with clinicians, and supply ordering.

Prerequisites

High school diploma or equivalent preferred.

Demonstrates excellent customer service skills and communication skills.

Experience answering a multi-line telephone.

Evidence of excellent communication skills both oral and written in English, including the ability to spell accurately and write legibly.

Preferred scheduling experience in a hospital, medical office/clinic, or insurance company.

Previous work experience in customer service and general clerical/office procedures.

Demonstrated some working knowledge of medical terminology.

Qualifications

Demonstrates effective verbal, listening and interpersonal skills with a diverse population.

Demonstrates ability to carry out assignments independently and exercise good independent judgment.

Demonstrates excellent organizational and time management skills.

Able to maintain a professional demeanor in stressful situations.

Able to learn and work with multiple software/hardware products.

Demonstrates reliable attendance and job performance.

Physical and Mental Demands
Requires working as part of a team at the direction of the Radiology Manager, Supervisor, and/or Director to maintain effective operations in the office and smooth flow through the service areas. This includes lifting and carrying supplies through the facility, weighing ½ pound to 50 pounds. Requires standing up to 90% of the day and reaching overhead up to 6 ½ feet and bending to the floor. Requires moving quickly from one area to another and working under changing conditions depending on the workload. Requires computer/keyboard skills and legible handwriting. Excellent telephone skills are essential. Requires proper patient identification with double identifiers. Escorting patients to and from the dressing areas. Regular and punctual attendance is a condition of employment.

Essential Responsibilities and Competencies

Expediently and professionally meet and greet customers, answer multi-line telephone.

Adhere to Valley Medical Center's Patient Identification guidelines utilizing Patients Are First Patient Safety principals.

Review incoming referrals to ensure all required data is included. If not received electronically, transcribe paper copy into EHR.

Proficient in complex scheduling; coordinating multiple resources external to EPIC; ensuring pre-requisites are completed (labs, films, medical history), appropriate clinical resources are available.

Use EPIC to gather necessary scheduling information to view scheduling regimens, referrals and patient WQ's or ancillary orders to ensure timely throughput.

Scan copies of appropriate documentation; including, but not limited to, photo ID, insurance cards, ABN's and referral or authorization information.

Assist patients by providing directions, answering questions and acting as liaison with other departments.

Understand Valley Medical Centers Safety Event Reporting process.

Actively participate in all workflow design or process improvement work groups, as assigned by manager or lead.

Notify manager or training coordinator when new insurance regulations are identified so that Imaging Service Rep team can be educated about the new requirements.

Utilize all manuals, contacts and information available within Radiology as a resource for quality and accurate information.

Maintain confidentiality of all accessible patient financial and medical records information and view information only on a need to know basis.

Complete annual learning requirements assigned by department and organization.

Adhere to hospital and department guidelines concerning dress and display of name badge, presenting an appearance appropriate to the work environment.

Adhere to Service Culture Guidelines to enhance the patient experience; focusing on Patients are First and patient satisfaction.

Demonstrate awareness of the importance of cost containment for the department by providing suggestions regarding process or quality improvement opportunities to department management.

Perform all job functions in a manner consistent with Valley's cultural expectations defined as Valley Values. These characteristics include quality performance, demonstrating compassion, respect, teamwork, community-centered awareness and innovation.

Have knowledge of and schedule all types of exams in all modalities. Schedule appropriately. Ask patients and/or scheduling physician office staff all questions pertinent to the exam and patient safety, and document in appropriate location.

Prepare paperwork for multiple types of exams.

Participate in PACS utilization as required. Understand functionality of PACS components relevant to radiology support.

Notify patients in lobby of any delays in appointments.

May perform quality assurance, data collection, and follow up with providers.

Order, coordinate the means of receiving on time, and validate receipt of, outside images as needed by the technologists and radiologists.

Communicate effectively with each modality area and/or lead regarding exam orders and status of waiting patients.

Escort patient to and from patient dressing area. Direct patient to change from personal clothing to appropriate hospital attire for the exam. Once dressed in hospital attire, the patient can be escorted to the next location as directed by the technologist.

Assist Technologist in moving patients from gurney or wheelchair to the modality exam table.

Assist appropriately licensed care personnel in transporting patients to and from the Imaging department.

Assist patients in filling out history questionnaires. Document patient answers verbatim.

Stock patient dressing rooms with the appropriate linen, gowns, and or patient scrubs.

Clean dressing areas of used hospital attire and any trash left behind by the patient. Report any soiled material in the dressing rooms.

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