Job Details

Appointment Clerk - DI Call Center

Under direct supervision, monitors receipt of requisitions for all diagnostic imaging procedure/exams and schedules/forwards appropriately; greets and schedules patients for diagnostic imaging exams based on varying scheduling parameters depending upon modality; reviews written instructions with patient on pre-examination preparations; directs stat exam requests appropriately and confirms appointment; obtains current patient history as needed per modality/exam, verifies patient insurance coverage and quotes patient estimated copay amounts using provided estimator tools.

Essential Responsibilities:

• Schedule all services rendered in Diagnostic Imaging via incoming telephone calls and outgoing telephone calls. Greets and communicates with patients in a friendly, confident, and courteous manner conducive to personalized patient care environment; attempts to allay patients anxieties, fears, and concerns regarding procedures.
• Determines status and nature of scan/procedure; recognizes and responds appropriately to special circumstances and scheduling requirements based upon type of procedure and available resources; notifies patient of available appointment times; strives to prevent imaging conflicts due to varying imaging methods; expedites patient through proper channels.
• Verifies insurance coverage and plan benefit. Determines and explains cost for services rendered. Receives telephone requests from patients, nursing, and other clinical personnel; responds or forwards telephone requests as appropriate; answers questions regarding scheduling of appointments and examination preparations for all modalities at all clinics.
• Obtains, documents, and correlates clinical patient history pertinent to procedure being scheduled; transcribes physician orders and other pertinent information into Radiology Information System. Reviews written instructions with patient on-pre-examination preparations and forwards questions to technical staff as necessary; and explains importance of complying with preparations.
• Schedules pediatric cases with PATC as needed. Arranges Anesthesia support as needed, reviews written anesthesia instructions with patients and/or guardian, forwards questions to Ambulatory Surgery Center as needed. Provide feedback to referring physicians regarding patients who are delayed, fail to show, or are unable to be contacted.
• Determines and quotes patient co-pay or coinsurance fees using current quoting tool, according to patients health plan benefits coverage. Notifies manager or designee of significant delays or operational problems; refers problem situations and complaints to manager or designee.
• Receives, prioritizes, and relays incoming phone messages to various subsections and personnel within Diagnostic Imaging department; operates departmental paging system. Rotates through all scheduling modalities within Diagnostic Imaging, including Interventional Radiology/Angio.
• Cancels or reschedules patient appointments by telephone or correspondence; provides appropriate appointment and preparation information to ensure patient comprehension and satisfaction. Refers patients or guardians of patients with known claustrophobia back to physician for sedation order.
• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service to patient demographics served.
• Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
• Performs other duties and accepts responsibility as assigned.

Basic Qualifications:

• One (1) year clerical experience in healthcare facility.
• Two (2) years customer service experience.

Education:

• High school diploma or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.

License, Certification, Registration:

• N/A

Additional Requirements:

• Type 40 wpm.
• Computer experience.
• Demonstrated knowledge of and skill in customer service, adaptabiliity, detail oriented, multi-tasking, prioritization, interpersonal relations, oral communication, written communication, teamwork, problem solving, systems thinking.
• Demonstrated knowledgge of and skill in Microsoft Office, and database PC applications.
• Talking to patients, co-workers (internal and external), and vendors over the phone.
• Reading, writing, speaking and understanding English.
• Training/giving and receiving instructions.
• Mathematical ability, attention to detail (e.g. organization, prioritization, proofing), concentration and alertnes.

Preferred Qualifications:

• Medical Assistant.
• Experience in Diagnostic Imaging.
• Experience in a call center.
• Post high school course work in Medical Terminology.
• Post high school course work in Anatomy