PATIENT SERVICE REP (ACCESS RADIOLOGY) IN PHILADELPHIA, PA
: Philadelphia, PA, USA
Responsible for all initial telephone contact with patients requesting radiographic imaging, sedation and/or anesthesia service. Must handle a large volume of calls and direct them appropriately and efficiently.
Answers all incoming call by the third ring 90% of the time.
Answers general information questions regarding radiographic procedures (e.g. current studies, study specific information, potential patients, radiology packet info, contact lists, etc.) and appropriately directs calls within the department and institution.
In a short period of time, assess the caller s concerns and assist or direct to appropriate resource.
Maintain a working knowledge of current radiology procedures and studies and be able to answer questions regarding insurance, registration sedation, general anesthesia and imaging procedures for studies.
Responsible for the scheduling coordination of radiology procedures, general anesthesia, and sedation patient visit(s)
Schedules and/or coordinates Standard of Care as well as Research appointments and ancillary testing, as requested by investigators and/or research coordinators.
Explains and educates family about the scheduling process
Maintain consistent and productive communication with radiology nursing, precertification, registration, anesthesia departments.
Provides scheduling wrap-up and necessary communication (e.g. itineraries, reminder calls, etc.) for patients scheduled
Radiographic imaging, sedation, and anesthesia..
Responsible for pre-visit and registration process for patients.
Create and/or update patient record by verifying demographic, insurance information, or proper study identification in the registration system
Ensure specific registration fields are accurately inputted into registration system, including but not limited to visit notes, referral/authorization numbers, eligibility review, proper FSC entries for research and standard-of-care visits
Provide any and all other duties necessary to provide efficient, timely services to patients and their families as it relates to the registration and insurance process
Responsible for monitoring and measuring the accuracy and integrity of data entered into the registration and scheduling system as well as act as a liaison with radiology nursing, anesthesia, and research departments to identify quality improvement and training needs.
Revisits scheduling process to ensure proper visit types, comments, and reason for visit fields are accurate
Revisits registration process prior to patient arrival to ensure insurance fields are populated with accurate grant and/or medical insurance information
Works with Management Staff in identifying trends and opportunities to enhance the pre-visit, registration and scheduling functions for patients/subjects, investigators and Study Coordinator s.
Knowledge of EPIC scheduling required
Radiology background preferred but not required
Detail oriented with the ability to multitask
Demonstrated Project Management Skills required
Excellent communication skills (verbal/written)
Ability to communicate effectively to various customers and colleagues supporting clinical research. (physicians, research coordinators, patients/subjects and family members)
Strong customer service as well as conflict resolution skills required
Ability to function efficiently and professionally with minimal supervision
Ability to triage answer and triage phone calls effectively and accurately
Ability to uphold hospital standards in quality, excellence, integrity, respect, commitment and service
Ability to understand and maintain balanced and integrated relationships with Nursing, Research & Hospital colleagues