Diagnostic Imaging Patient Specialist

JOB SUMMARY

The Diagnostic Imaging Patient Specialist plays a vital role in the patient care as the first individual the Patient interacts with in Diagnostic Imaging.  The Specialist:  Interviews Patients and Providers to obtain accurate data to schedule, and register, instructs Patients and Providers in patient preparation for imaging exams; verifies insurance; registers patients following medical necessity guidelines; verifies Provider orders for all patient exams to ensure appropriate exam for diagnosis according to practice guidelines.  The Specialist serves as a navigator for Patients and Providers for our Imaging services by assisting them with all concerns and questions or by connecting them with appropriate resources.  The Specialist manages patient flow in and out of the department and maintains a professional, positive demeanor at all times. Strives for superior performance by consistently providing a product or service to leadership and staff that is recognized as ultimately contributing to the patient and family experience. Recognizes and demonstrates understanding of patient and family centered care.

PRIMARY JOB RESPONSIBILITIES

1. Personally screen all patients for Covid and all other infectious diseases, thru screening questions and temperature checks.
2. Provide PPE to patients when necessary.
3. Create a positive experience for patients and their family members with personalized customer service.
4. Applies excellent customer service skills when answering the phone to answer questions, direct the call to the proper person or take a complete message as needed.
5. Interviews patients, family members, physicians, or office staff to obtain accurate data to schedule, register, and obtain insurance verification.
6. Instructs patients, family members, physicians, and office staff on the approved exam order and patient exam preparation.
7. Accurately documents and disburses contrast to patients.
8. Reviews daily schedule for patients needing labs prior to exam. Promptly directs patients to the lab for testing to ensure a timely start to their exam.
9. Verifies patient insurance eligibility for services at the time of service or prior to, if services are pre-scheduled and require pre-certification or verification.
10. Registers patients and follows medical necessity guidelines for Medicare’s advance beneficiary notices and other payer requirements.
11. Greets, receives and processes patients to multiple departments.
12. Accurately registers the patient into the hospital information system.
13. Verifies the physician order for all patient exams to ensure accuracy and medical appropriateness, obtaining a new order if necessary, per departmental imaging protocols.  Accurately enters this exam into the radiology information system to generate a request.
14. Verify, obtain, and update any needed insurance authorization making sure that patients are not seen without an authorization when appropriate.
15. Schedules patients when necessary to do so to ensure a positive patient experience.
16. Maintain cleanliness of waiting room(s) and work area.
17. Provides direct assistance to patients and families in the waiting room.  Monitors patients to avoid excessive wait times as well as adherence to Memorial’s PPE policy.
18. Facilitate all daily office mail.  Checks in/out medical information from other facilities.
19. Responsible for tasks relating to transcription including but not limited to: solving exam discrepancies, deciphering Radiologist interpretation of multiple dictations, monitoring and follow up on all released unread films
20. Educates team as needed in front office or file room workflow.
21. Ensures the timely completion of all diagnostic imaging exam reports.
22. Maintains confidentiality of all information.
23. Involves patients and their families in the care process by keeping them apprised of any wait or delay in procedures.
24. Can assist the patient and family by directing them for financial assistance.
25. Remains well versed in all computer applications as pertains to job responsibilities.
26. Provides creative problem solving when situations arise. Is proactive in potential difficult situations.
27. Demonstrates knowledge of and supports hospital mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, and the code of ethical behavior.

DEPARTMENTAL AND ADDITIONAL JOB RESPONSIBILITIES

1. Consistently treats patients and co-workers with dignity and respect.  Observes patient and employee confidentiality as described by the privacy policies of Memorial Healthcare and complies with the Health Insurance Portability and Accountability Act (HIPAA).
2. Demonstrates knowledge of and supports hospital's mission, vision and value statements, standards, policies and procedures, operating instructions, confidentiality statements, corporate compliance plan, customer service standards, imaging exam protocols, and the code of ethical behavior.  Promotes a culture of safety, quality services, and customer satisfaction.
3. Demonstrates the knowledge and skills necessary to provide care appropriate to the age of patients served.  Must demonstrate knowledge of the principles of growth and development over the life span and possess the ability to assess data reflective of the patient's status and interpret the appropriate information needed to identify each patient's requirements relative to his/her age-specific needs.
4. Informs Diagnostic Imaging Management of unusual events or variations in normal business or clinical activities and shares ideas for improvement.
5. Participates in educational and staff meetings.  Attends all department meetings and/or reads minutes.  Participates as assigned with student/new employee education.
6. Performs and/or accepts all other duties as assigned.
7. Transports and transfers patients in a safe manner and adheres to patient transport policy.  Utilizes proper restraints, side rails, and other associated measures when transporting patients.
8. Participates in continuous quality improvement activities or committees.
9. Other duties as assigned

JOB SPECIFICATIONS

EDUCATION

1. High School Diploma or GED required, current and valid Basic Life Support as describe in hospital policy required
2. Formal education in clerical/reception work preferred

EXPERIENCE

1. Previous experience working with the public required
2. Typing speed of 30 wpm or greater, advanced computer and software usage, verbal and written communication skills preferred
3. Two (2) years of experience in a hospital/clinical receptionist setting preferred

ESSENTIAL PHYSICAL ABILITIES/MOTOR SKILLS

These physical requirements are not exhaustive and additional job-related physical requirements may be added on an as needed basis.  Corrective devices may be used to meet physical requirements.

1. Sedentary Work:  Frequently required to stand, kneel and crouch.  On a daily basis may be required to move about, sit, climb stairs and bend.  Is frequently required to lift and carry up to 20 lbs.  May be required to push/pull/carry items between 20-100 lbs.
2. Vision:  Requires the ability to perceive the nature of objects by the eye.  Near acuity:  Clarity of vision at 20 inches or less.  Midrange Acuity:  Clarity of vision at distances of more than 20 inches and less than 20 feet.
3. Motor Coordination:  While performing the duties of the job, it is required to regularly perform functions that include using hand and finger movement, handle or feel objects, be able to use tools or equipment that requires reaching with hands and arms.  Must be able to travel independently throughout the hospital; access patients/families including areas confined by space and/or equipment.
4. Speaking/Hearing:  Ability to give and receive information through speaking and listening.

ESSENTIAL TECHNICAL ABILITIES

1. Proficiency using modern office, computer and telephone equipment as used by Memorial Healthcare.
2. Ability to enter and retrieve data from the hospital information system, ability to operate phone system, operates modern office equipment and do minor maintenance repair and/or programming.

ESSENTIAL MENTAL ABILITIES

1. Ability to adapt and maintain focus in fast paced, quickly changing or stressful situations.
2. Ability to read and interpret a variety of documents including, but not limited to policies, operating instructions, white papers, regulations, rules and laws.
3. Ability to prioritize daily work responsibilities to accomplish the department’s goals and objectives. Must be self-motivated and able to work independently/and a team player.
4. Ability to converse in a calm and friendly manner and ability to effectively communicate on the phone.

ESSENTIAL SENSORY REQUIREMENTS

1. Able to see for the purpose of reading information received in formats including but not limited to paper, computer, reports, bulletins, updates, manuals.
2. Able to hear for work-related purposes.
3. Ability to converse in a calm and friendly manner and ability to effectively communicate on the phone.

INTERPERSONAL SKILLS

1. Ability to interact with co-workers, hospital staff, administration, patients, physicians, the public and all internal and external customers in a professional and effective, courteous and tactful manner, at all times, physically, verbally and in all written and electronic communication.
2. Required to remain calm when adversity is encountered.
3. Open, honest, and tactful communication skills.
4. Ability to work as a team member in all activities.
5. Positive, cooperative and motivated attitude.
6. Excellent customer service skills.
7. Must possess helpfulness, patience and tact in communications, whether in person or on the phone.