Practice Support Specialist, Diagnostic Imaging

Diagnostic Imaging Practice Support Specialist

JOB SUMMARY:

• The Diagnostic Imaging Support Specialist provides excellent customer service while registering patients, scheduling patient appointments, managing patient waiting areas, contacting patients and practices, and managing the phones. This position supports the Diagnostic Imaging and satellite locations. May require travel to remote locations.

PRE-REQUISITES:

• Education: High school graduate or equivalent.

Experience: Prior clerical work experience in a medical office, knowledge of medical terminology, Meditech EMR, proficient typing skills preferred. Experience with an electronic health record, medical billing, insurance claims, medical records, and/or patient registration preferred. Must be comfortable with a multi-line phone system.

Other: Must be able to understand and provide written and verbal instructions pertaining to scheduling and medical provider requests. Must have adequate math skills to collect money and make change. Ability to work in fast-paced environment and communicate with people at all times in a professional and tactful manner. Must be competent with general computer skills. Must be detail oriented and able to handle multiple tasks simultaneously, and prioritize appropriately.

RELATIONSHIPS:

Reports To:

o Director of Diagnostic Services

• Supervises:

• Other Contacts:

o Providers and their staff, patients and their families, hospital staff, general public, DI Leads, Breast Care Nurse Navigator.

SCOPE:

• Machinery or Equipment Used:

o Computer and basic office equipment, multi-line phone system

• Physical Demands:

o Sitting for long periods, standing and walking, manual dexterity and mobility, may need to push a patient in a wheelchair

• Working Conditions:

o Medical office environment

• Required Protective Equipment:

o PPE as patient condition or situation dictates

ESSENTIAL FUNCTIONS:

Customer Service:

• Greets patients and visitors.

• Communicates with clinical staff with patient’s needs.

• Hands out appropriate forms for completion by the patient

• Uses key words at key times and AIDET consistently

• Actively and independently assesses the waiting room for patient flow, requesting additional resources as needed. Reports issues to Technologists, and Supervisors as needed, keeps patients informed of wait times.

• Accesses interpreter services when needed.

• Implements service recovery when needed, refers to Supervisor or Director as appropriate

Answering Phones:

• Answers phones in a pleasant, professional manner within the expected timeframe.

• Uses scripting as directed.

• Strives to answer all calls within 3 rings.

• Appropriately transfers calls or takes messages as needed

• Utilizes problem solving and decision making skills to respond appropriately to phone calls from patients, families, physicians, payors, lawyers, and/or other health care professionals.

Appointment and Scheduling:

• Management of scheduling templates and adjustments when needed.

• Accurately Schedules appointments per templates.

• Verifies insurances at appropriate times, as needed

• Checks patient out and gives necessary paperwork and schedules follow-up appointments.

• Reschedules patients when needed.

• Referral offices internal and external- call for stat requests and need to be managed appropriately. Help with patient coordination of urgent needs to allow clinical staff to focus on their work and patient volume.

• Enter IDM Orders for studies without orders attached at time of scheduling.

• Calls additional ED call back patient with appointment times from ED overflow.

Administrative Duties:

• Manages inbound faxes, portal messages, referrals and direct messaging per office procedure

• Accurately scans items into the electronic medical record

• Assists with other clerical duties as requested

• Release of information for patients on site.

• Importing images for efficiency in Radiologist reads with previous images from other facilities to decrease report turnaround time.

• Patient portal requests for setting up access.

• Assists with patient follow up letters from imaging studies.

Accurately and precisely enters registration information for patients and complies with all related policies and procedures.

• Print stickers for procedures, genetic testing and print face sheet for Echo studies