Start the day excited to make a difference...end the day knowing you did. Come join our team.
This position is accountable to perform a variety of clerical, reception, and support functions that ensure timely and effective day-to-day operations and communications throughout the Radiology Department. This includes answering telephones, greeting patients, entering Radiology orders, scheduling out-patient examinations, maintaining records, monitoring flow, serving as a patient advocate/liaison to the imaging modalities, and relaying information that is often confidential and time-sensitive. The Outpatient Services Representative supports the mission, vision, values, and strategic initiatives of Mary Washington Healthcare and demonstrates a commitment of quality service to our patients and their families, the community, physicians, and other Associates.
Essential Functions & Responsibilities:
Greets all patients, visitors, family members, physicians, and Associates in a courteous and professional manner.
Prioritizes appropriately so that customers' needs are all addressed efficiently and effectively.
Answers telephones courteously, professionally, and by the third ring.
Screens and transfers calls or takes messages, as appropriate.
Communicates information accurately and in a timely manner.
Maintains a clean, organized, efficiently run Radiology reception area.
Coordinates patient flow; keeps patients, family members, and Associates informed of activities and delays.
Cancels and reschedules exams as requested by patients or instructed by clinical staff.
Provides ongoing follow-up (explanations, apologies, options for rescheduling, etc.) for outpatients who have waited more than fifteen (15) minutes past their scheduled exam times.
Escalates delays according to department standards when wait times exceed fifteen (15) minutes.
Rounds in the Radiology waiting rooms at regular intervals throughout the day to clean and straighten, check on patients/visitors, and offer assistance.
Identifies and resolves or escalates customer complaints. Initiates customer service recovery per MWHC guidelines when service failures occur.
Schedules (or reschedules) out-patient exams using computerized scheduling systems or manually, as needed, based on the needs of the patient and department.
Obtains all required information per MWHC scheduling guidelines.
Alerts Insurance Verifiers when scheduling same day "add-ons" to ensure insurance authorization or waiver is obtained if needed.
Coordinates resources including Interventional Radiology physicians or mid-levels, Anesthesia Services, and others, as directed by Radiology clinical staff and physicians. Gathers pertinent records (lab results, physician orders, histories and physicals, etc.) based on procedure(s) being performed.
Distributes up-to-date "next day" outpatient schedules, by the designated time each day, to all Radiology sub-sections.
Contacts out-patients to confirm their scheduled appointment times, verify orders and medical information, complete MRI screening questionnaires, discuss preparations or special instructions, and answer any questions or concerns, a minimum of forty-eight (48) hours prior to their scheduled appointment times.
Verifies that a valid physician's order (written script) and required records are available; resolves any conflicts/concerns with the appropriate modality supervisor or clinical staff prior to the patient's actual appointment.
Enters Radiology orders efficiently, effectively, and accurately into the Radiology Information System.
Identifies patients according to the organization's patient identification standard; verifies that orders, referring physicians' names, and other information is correct prior to finalizing order entry.
Scans/archives orders and other paperwork, as needed, to the patient's electronic medical record.
Assists modalities by ensuring patients complete required paperwork (medication sheets, medical information forms, pregnancy forms, etc.) while waiting.
Performs routine clerical/support functions and additional duties as assigned by the Radiology Support Services Supervisor.
Maintains competency in job responsibilities as evidenced by completion of all initial/annual Competency Based Orientation Tools.
Maintains proficiency in the use of Radiology and other information systems used in the performance of daily job functions.
Adheres to departmental policies, procedures, standards, and protocols to ensure safe and effective operations and quality patient care.
Keeps abreast of downtime procedures and, during downtime's, supports the department by following defined downtime processes that ensure the timely completion of all exams with minimal disruption to flow.
Monitors and maintains an adequate inventory of office supplies and materials to ensure their continued availability and no service failures.
Participates in Performance Improvement activities, including LEAN, for Radiology utilizing the PDCA (Plan, Do, Check, Act) approach to improvement.
Performs other duties as assigned.
A High School Diploma or equivalent is required.
Basic computer skills are preferred.
Ability to work with physicians, staff, and patients in a confidential and effective manner.
Good communication skills (both verbal and written).
A minimum of 6 months of patient scheduling, registration or call center experience preferred.
CPT and ICD-9 codes and medical terminology preferred.
As an EOE/AA employer, the organization will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.
A Not-for-Profit Regional Healthcare System Dedicated to Excellence. From our humble beginnings in Fredericksburg, Virginia as an eight-room hospital to our modern not-for-profit regional system, Mary Washington Healthcare has seen enormous growth and development in the past 100 years. Today, we are made up of two hospitals and 28 healthcare facilities and wellness services. Community leaders volunteer on our Board of Trustees in order to guide the continued growth and direction of our health care system.