Radiology Customer Service

2 weeks ago

New York, United States Jobility Talent Solutions Full time

Summery:

We are trying to hire for folks who are really good at talking to patients and helping them. They will at a computer and answer calls all day long which is part of a call center ACD line and mostly calls coming from patients. The calls will be patients who want to get copies of their radiology exams. We will train the temps on how to look up the status if they have already sent an initial request or we will teach them how to open a ticket if it is a new request. We will also give them a table and contact information if the patients call for any other type of medical record.


DATA MANAGEMENT

Prepares organized, accurate and complete records and enters data into appropriate computer system

Time: 25%

• Writes all information neatly and legibly.

• Works in an efficient manner to complete all paper/computer work.

• Informs supervisor of any employee or patient incidents and assists in documenting such events in the RISQ system within the established time frame.

• Follows all applicable departmental and institutional policies and procedures related to billing. Participates in and promotes the prevention, detection, and resolution of instances of noncompliance with departmental and institutional billing policies and procedures.

• Privacy – Safeguards all patient information in accordance with established MSK Policies and Procedures.

CD/DVD/FILM PRINTING

Processes orders for study reprints (CD or Film), including printing and quality assessment of final product

Time: 5%

• Researches examination information in Radiology Information System (RIS).

• Requests exams through the SPOT to be printed for patients.

• Ensures proper Release of information form (ROI) has been obtained and is scanned into the RIS

• Performs quality assessment to insure proper visual quality images and correct patient information is on imprints before releasing (mail or pickup by physician, patient).

MEDIA TRACKING AND RETRIEVAL

Maintains an accurate record, through the radiology information system (RIS), of all film/CD movement and file maintenance procedures

Time: 10%

• Tracks all CDs sent to the PACS Support Group for evaluation.

• Responds to requests, from clinics, for submitted films. Answers any questions and directs unknown answers to the correct staff.

• Communicates with clinics regarding film searches, escalates problems to supervisor (or Radiology Image Coordinator II).

• Uses clear and concise verbal and written communication skills and handles a moderate volume of telephone calls.

• Notifies patients/physicians when machine failure causes extensive delays; offers options for use of waiting time and when to return.

CARE OF THE ENVIRONMENT / QA / SAFETY

Contributes to and maintains the upkeep of a clean, well-organized environment in the Film Digitizing

Time: 15%

• Alerts supervisor (or Radiology Image Coordinator II) when safety issues are identified.

• Provides feedback to departmental managers and supervisors regarding QA issues.

• Prepares for meetings by providing examples and explanations of outstanding issues

• Maintains a neat, clean, organized work area.

• Maintains submitted files in a neat, orderly manner.

• Performs visual daily checklist as established to assure all systems are performing at peak capacity.

• Operates and maintains all equipment carefully and according to procedures.

• Reports malfunctions requiring more than routine correction to supervisor or Radiology Image Coordinator II immediately.

o Discontinues procedure as soon as malfunctions are identified.

• Participates in the general care of the department by alerting Environmental Services if cleaning attention is necessary in any common areas and by contributing to the upkeep of the department by keeping the work areas as clean as possible.

• Takes initiative to help maintain commonly used equipment and areas (eg, wipes up spills).

• Monitors inventory of supplies in assigned rooms and replenishes, as needed, to assure availability at all times.

• Locks all supply cabinets, puts all supplies away, Replaces commonly used equipment (e.g., loads paper for copies and replaces ribbons on printers, notifies supervisor of equipment malfunction).

• Performs quality control check of digitizing equipment per departmental policies (e.g. weekly/ daily QA checks).

• Alerts supervisor (or Radiology Image Coordinator II) when safety issues are identified.

• Provides feedback to departmental managers and supervisors regarding QA issues.

• Prepares for meetings by providing exam

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