Physician Support Specialist

SUMMARY:

The Physician Support Specialist is the first point of contact for post-service physician inquiries, providing timely resolutions for requests related to reports, image sharing, and the physician portal. This role ensures smooth communication with referring physicians and escalates more complex issues to Level 2 Support (Marketing Account Managers) when necessary.Handle all post-service physician calls routed through the phone system and/or transferred, ensuring that calls are answered in a timely manner.

•    Answer all post-service physician calls routed through the phone system or transferred, ensuring prompt and professional handling.

•    Offer access to the Physician Portal for report requests and email results when required.

•    Direct physicians to the appropriate website forms for image-sharing requests.

•    Manage the physician image and report request queue, ensuring timely processing and triage.

•    Handle report addendum requests, including corrections, modifications, and comparisons, resolving them fully.

•    Reach out to referring physician offices to notify of urgent results in a timely manner.

•    Manage doctor-to-doctor consult requests, ensuring effective coordination and resolution.

•    Assist with physician portal enrollment by sending enrollment forms and ensuring smooth onboarding for new users.

•    Gather necessary information for interface inquiries (e.g., physician/practice name, contact details, EMR system) and escalate to Level 2 Support for follow-up.

•    Assist with CPT code lookups and insurance-related questions, providing resources such as the SDMI ordering guide.

•    Transfer upset, urgent, or escalated calls directly to Level 2 Support for swift problem resolution.

•    Escalate technical issues or urgent requests related to the Physician Portal to Level 2 Support.

•    Maintain accurate notes in CRM and other relevant systems for effective follow-up and record-keeping.

Other duties as assigned for the efficient operation of SDMI.

MINIMUM SKILLS, ABILITIES AND REQUIREMENTS:

•    High School Diploma or Equivalent

•    Professional appearance 

•    Customer service experience a must

•    Knowledgeable in Radiology procedures a plus

•    Must possess excellent verbal and written communication skills. 

•    Intermediate computer skills, specifically Microsoft products; Willingness to learn organization specific software including but not limited to CRM, RIS, PACS, Order Management, Digital Fax Queues and Phone System.

•    Excellent interpersonal skills required for 1:1 contact with physicians and/or office personal, and all internal department employees. 

•    Work as an effective team member with co-workers and other personnel

•    Skill in organizing time to accommodate changes in workload and assignments in order to complete tasks in a timely manner.

•    Skill to pay attention to details and accuracy in completing tasks.

•    Willingly participate in cross-training activities within the department for own professional growth in order to contribute to the overall function of SDMI.

•    Respond positively to changes in assignments and priorities.

•    Skill to pay attention to details and accuracy in completing tasks.

•    Any employee who discovers, is directly involved in or is responding to an event/occurrence/risk is required to complete or direct the completion of an occurrence report within 24 hours of event/occurrence/risk.

•    My job performance, including current competencies will be reviewed by my supervisor on a periodic basis. If my job performance/ current competencies are not (or continue to not be) at required level this could result in additional training and/or disciplinary action.

•    Awareness of responsibility to protect patient information. Even casual conversation with other employees may be overheard, whereby, violating the patient’s right to privacy (patient confidentiality)..

•    Able to identify hazardous material in immediate work area.

•    Knows and follows all SDMI safety and evacuation guidelines, policies and procedures.

•    Comply with Universal Protection standards.

•    Assume responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices.

•    Demonstrate punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy.

•    Take full responsibility for all functions within job description and assure that all functions are completed before leaving SDMI at the end of the shift.

•    Other duties as assigned

All Employees agree to comply with all privacy and security standards as set out by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) as outlined by my employer. I will make every effort to protect our patient’s health information and confidentiality as well as abide by all aspect of Public Law 104-191. I will treat all information received in the course of 

My employment with SDMI, which relates to the patients of the provider, as confidential and privileged information and will not disclose information regarding SDMI’s patients to any person or entity, other than as necessary to perform my job, and as permitted under SDMI’s HIPAA policies. I will safeguard my computer password and will not post it in a public place, such as the computer monitor or a place where it will be easily lost, such as on my nametag. (initials ____)

THE ESSENTIAL ELEMENTS OF THE POSITION REFLECT THE MAJOR DUTIES CONSIDERED NECESSARY TO DESCRIBE PRINCIPAL FUNCTIONS OF THE POSTION AND SHALL NOT BE CONSTRUED AS A DETAILED DESCRIPTION OF ALL OF THE WORK REQUIREMENTS THAT MAY BE INHERET IN THE POSITION.

N (Not  Applicable)    Activity is not applicable to this occupation. 

O (Occasionally)    Occupation requires this activity up to 33% of the time (0 - 2.5 hrs/day)

F (Frequently)    Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5 hrs/day)

C (Constantly)    Occupation requires this activity more than 66% of the time (5.5 hrs/day)

Physical Abilities        Lift/ Carry     

Stand    O (Occasionally)    10 lbs or less    F (Occasionally)

Walk    O (Occasionally)    11-20 lbs    O (Occasionally)

Sit    C (Constantly)    21-50 lbs    O (Not Applicable)

Handling/Fingering    O (Occasionally)    51-100 lbs    N (Not Applicable)

Reach Outward    O (Occasionally)    Over 100 lbs    N (Not Applicable)

Reach Above Shoulder    O (Occasionally)    Push / Pull    

Climb    O (Not Applicable)    12 lbs or less    O (Occasionally)

Crawl    N (Not Applicable)    13-25 lbs    O (Occasionally)

Squat or Kneel    O (Occasionally)    26-40 lbs    N (Not Applicable)

Bend    O (Occasionally)    41-100 lbs    N (Not Applicable