Radiology Scheduler - Customer Service Facilitator - Part Time, 24 hours (Tuesday & Thursday 8:30am-5pm, Saturday 3:30pm-12am)

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Customer Service Facilitator will assist the Business Services Manager and Service Coordinator in ensuring section workflow, policies and procedures are in place and accessible to the staff. The Customer Service Facilitator ensures approporate level of supplies is available and supports staff in troubleshooting. Provides support to the coordinator related to current and future staffing needs. Individual must demonstrate a high level of performance related to Customer Service , professionalism and consistently acts as the role model for the team. The Customer Service Facilitator supports staff training needs and competencies ensuring staff has what they need to be successful at all sites. To meet the staffing needs of the department, as necessary, Diagnostic Radiology staff may be assigned at any of the YNHH Diagnostic Radiology locations, regardless of your regularly assigned work location.

EEO/AA/Disability/Veteran

• 1. Manages the moving of images and splitting of exams to ensure proper organization of imaging folders.
• 1.1 Accurately and with attention to detail split any imaging exams which require readings from separate sections within Radiology.
• 2. Acts as an interface between Medical Records and Diagnostic Radiology for the purpose of medical records merge management.
• 2.1 Maintains all proper documentation concerning merges and communicates merge transactions to external system owners.
• 3. Maintain Radiology images to ensure accurate and timely retrieval upon requests.
• 3.1 3.1. Ensures all requests for Images and/or Results include a Release of Medical Information form as required by YNHH Compliance
• 4. Ensures the timely response to imaging and results requests by telephone, fax, or in person professionally and respectifully
• 4.1 Signs into the ACD telephone system at the beginning of their shift
• 5. Ensures optimum customer service is provided to referring clinicians related to delivery of critical results.
• 5.1 Ensures all critical results have been received electronically by the referring clinicians meeting DR compliance
• 6. Monitors the importing of Non-YNHH images
• 6.1 Accurately schedules "outside " images following DR Customer Service Policies and procedures to ensure timely retrieval
• 7. Provides customer service to physicians, patients, legal offices, clinics and operating rooms in responding to requests for images and imaging results.
• 7.1 Creates CDs as requested following DR Customer Service and HIM requirements related to the Release of Medical Information
• 8. Routinely monitor PACS to ensure that all studies have been appropriately sent from the modalities and stored in PACS.
• 9. Ensures all radiologists and other clinical staff receive any needed assistance in the execution of their duties by acting as a resource for the Customer Service division.
• 10. Coverage for all tasks and all shifts at the Radiology Emergency Department Business Associate desk as needed and as required.

EDUCATION

Associate degree or higher in Business, Computer Science or Health Services required or in enrolled in a program .

EXPERIENCE

Minumum 3 years experience as Customer Service Assistant or equivalent position with direct experience in a customer service role in a Healthcare setting and working knowledge of MS office .

LICENSURE

n/a

SPECIAL SKILLS

Excellent telephone communications, interpersonal , written, organizational and face to face communication skills. Individual must have ability to respond professionally and accurately to unexpected situations. Must consistently demonstrate a high level of attention to Customer Service / Service Excellence. Ability to remain calm during high demand, stressful interactions with patients, physicians, and technical staff. Must consistently demonstrate high productivity, efficiency, and accuracy in all interactions. Individual must have critical thinking skills and analytical abilities as it relates to customer service. Must be able to assist with decision support, as well as the problem solving skills required to make decisions independently within the position guidelines and expectations.

PHYSICAL DEMAND

n/a