at NorthShore University Health System in Arlington Heights, Illinois, United States
Job Description
Job Description - 20 Hours Per Week - Nights
Reporting to the Director of Radiology/Imaging with accountability to the team facilitator and the team, interacts with patients and/or their representative performing a variety of outpatient activities required for providing patient services. Interviews patients in a customer-focused manner to gather clinical data. Enters data in multiple hospital systems.
II. REPRESENTATIVE FUNCTIONS:
Coordinates outpatient appointments for Radiology services. Interacts with patients, physicians and their offices to collect required demographic and clinical information necessary for tests and procedures. Enters patient test order(s) into the hospital information system. Screens clinical documentation system for all patients to determine status of patient factors and allergies. Under team facilitators direction, Under team facilitators direction, reconciles patient account ensuring proper charge/credit is applied. Identifies test(s) to be performed; screens test orders for completeness. Assigns appropriate Radiologist based on type of test to be performed and the Radiologists schedule. Prepares procedure screening and history forms according to established procedure. . Instructs patients in preparation for the procedure, and answers questions related to the procedure or department protocols. Prepares and distributes patient schedules to appropriate staff and/or other departments. Records patient arrival in the radiology information system; directs patient to appropriate testing area. Adjusts orders and/or charges as directed by the clinical staff.
Receives incoming telephone calls and provides customer support assistance. Resolves customer inquiries or transfers them to appropriate resource. Takes messages after hours or as needed and contacts physicians or technologists on pager as required. Offers and/or schedules interpreter services for patients when necessary.
Performs various support functions such as communicating patient tests results to physicians and/or nursing units. Types correspondence including letters to patients, meeting notes and inservice information as requested. Contacts clinical departments and scheduling staff as needed to assist in prioritizing scheduling of patient services to promote an efficient flow of patients.
Provides front line customer service/support; responds to patients comforts/needs while in the department; monitors wait times for excessive delays and informs patients of status. Assumes a patient advocacy role by using tact, diplomacy and sensitivity.
Adheres to all Northwest Community Hospital standards, policies and procedures and reports compliance concerns to management staff.
III. SPECIAL SKILLS AND ABILITIES REQUIRED:
The interpersonal and communication skills necessary to project a professional and compassionate manner and interact effectively with patients, patient families, physicians and staff in person and on the phone.
The analytical skills necessary to accurately interpret physician orders and clearly convey instructions to patients.
The ability to functionally navigate multiple computer software systems with accurate keyboard skills.
Ability to work independently, exercising good judgment, and muti-task in a high stress, fast paced service environment.
Detail oriented with good analytical problem-solving skills to appropriately schedule patient procedures and accurately order requested tests.
Ability to operate routine office equipment.
IV. KNOWLEDGE, PRACTICAL EXPERIENCE AND LICENSURE/REGISTRATION REQUIRED:
The level of knowledge normally acquired through four years of High School or the equivalent.
Minimum 2 years of customer service work experience using computers required.
Working knowledge of medical terminology or completion of a medical terminology course within the first six months of employment required.
V. PHYSICAL REQUIREMENTS:
Requires light physical effort. May require frequent periods of standing or walking. May require frequent lifting or moving of lightweight material, occasional moving or lifting of average weight material.
What you will need:Benefits:
Career Pathways to Promote Professional Growth and Development
Various Medical, Dental, and Vision options, including Domestic Partner Coverage
Tuition Reimbursement
Free Parking at designated locations
Wellness Program Savings Plan
Health Savings Account Options
Retirement Options with Company Match
Paid Time Off and Holiday Pay
Community Involvement Opportunities
EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.
