Receptionist/Scheduler

Customer Service / Reception:

• Greets and directs visitors/patients courteously and professionally. Ensures that all visitors/patients are acknowledged upon entering, using eye contact, friendly smile while maintaining a friendly and professional disposition. Provides the highest level of customer service to all customers that align with the values and standards of the organization.
• Acts as a customer service liaison: by answering patient questions, addresses patient and or other customer concerns, seeks to deescalate challenging situations and records and/or responds to messages.
• Must demonstrate knowledge of departments services and workflows to provide accurate information to referral sources and patients.
• Accurately identifies self and department in a courteous and professional manner when answering phones.
• Performs patient rounding: Registrar is responsible for checking in with patients to ensure they are not overlooked. If patient has been waiting an unreasonable amount of time, contact specific department to ask for information to relay causes of delays to patient and anticipated time of service.

Scheduling

• Schedules patient exams as relevant system/scheduling software, including all walk-ins.
• Makes outbound patient calls to help fill appointment slots as needed.
• Print schedules for next day and ensures that department has order for services on file.
• Cancels and reschedules appointments.

Registration / Financial Clearance

• Registers and checks-in patients, scans scripts as indicated into the specific systems.
• Accurately verifies patient's information (name, DOB), to minimize the risk of patient misidentification, informs HIM of any discrepancies, verifies demographic information and compare physician order to exam scheduled and informs technologists of any discrepancies. Call Physician's office or contact center for missing orders.
• Must be competent in various systems and software as well as knowledge in revenue cycle activities including but not limited to:

Collection of Advanced Beneficiary Notices (ABN)

Collecting co-payments

Insurance verification/eligibility

Creating cost estimates and collecting patient signatures.

• Sends faxes and delivers received faxes to appropriate individual promptly.
• Maintains waiting room and office area, keeping space neat and free from clutter.
• Assists with activities as requested which may include, but not be limited to: Medicare documentation/correspondence, record keeping, charge entry/verification, computer data entry (onset dates/discharges)

Image/Record Management

• Process requests for radiology imaging and reports, correctly using ROI authorization forms. Before signing out report/CD or performing image transfer, verifies patient information contained on it matches information as it's requested on authorization form.
• Performs daily review of failed faxes and follows up to ensure referring provider's receipt.
• Sends up dated physicians demographics to the Provider Dictionary.
• Processes legal correspondence/Litigations for Risk Management, lawyers, and HIM.
• Imports and uploads outside imaging and reports as requested per established protocol.

Facilitator

• Performs clerical and administrative duties associated with the Radiologists and the Reading Room.
• Demonstrates a working knowledge of the department's services to provide accurate information to referral sources and patients.
• Monitors PACS worklists to ensure established report turnarounds are met; facilitates, expedites, and/or escalates as needed.
• Directly interacts with Radiologists regarding physician-to-physician consults and addendum requests.
• Appropriately utilizes Radiologist schedule and worklist rotations to facilitate daily workflow and assignments.
• Assists the Radiologist with the timely delivery of non-routine findings to the referring/covering provider.
• Knowledgeable of clinical applications (i.e., PACS, HIS, Powerscribe 360) and associated downtime procedures; when necessary, assists Information Services to validate functionality during recovery phase.
• Troubleshoots technologist and radiologist issues pertaining to clinical systems and opens IS helpdesk ticket as indicated; keeps management informed.
• Performs daily QA within PACS for unread, incomplete, or broken studies, and facilitates timely resolution.
• Monitors and reports any delays in read times or technical issues to the appropriate staff members.
• Performs transcription like duties, including linking reports and orders, correcting exam statuses, and transferring reports within clinical systems as indicated.
• Communicates with TeleRadiology Services to ensure timely report turnaround; sends studies off-site as indicated, transcribes and/or faxes appropriate clinical documentation, and follows-up with customer representatives as needed. Accountable for the accurate transcription of exam imaging, information, and history from onsite imaging/medical records system to the TeleRadiology imaging system.
• Works with the Operational PACS /IS on assigned tasks and projects.
• Assists in the cross training of team members, new hires, and provides support and/or in-service to new technologists.
• Participates in and supports departmental quality and process improvement initiatives.
• Attends scheduled departmental and staff meetings, and in-service educational opportunities.
• All other duties as assigned.
• High school diploma.
• One year of similar experience desirable.
• Excellent customer service and interpersonal skills required.
• Ability to handle multiple tasks in a fast-paced environment.
• Computer skills required.