Clinical Secretary - Radiology Lab

About the role

This position involves managing referrals, scheduling, and patient communication within a healthcare setting. You will act as a liaison between physicians, specialists, patients, and insurance providers to ensure timely and accurate delivery of services.

Responsibilities

• Review, process, and track all referrals for services delivered by providers.
• Schedule appointments, tests, or procedures and respond to patient calls.
• Provide instruction and support to staff for communicating with patients.
• Act as a liaison between physicians and external specialists.
• Greet patients, assist with questionnaires, forms, and technology use, and keep patients updated on delays.
• Assess needs of patients without appointments, including prescription requests, forms, or clinical support.
• Review schedules daily for accuracy, needed ancillaries, and incoming records; adjust as necessary.
• Manage waitlists, e-DH worklists, and reschedule patients to ensure full schedules and met needs.
• Complete follow-up tasks for patients as directed by the After Visit Summary (e.g., booking appointments, scheduling lab/radiology exams, or arranging external procedures).
• Handle incoming calls from providers, staff, external offices, and patients; assess needs, process requests, take messages, or transfer calls.
• Monitor and complete system messages and incoming faxes in a timely manner.
• Complete authorizations and pre-certifications for external and stat procedures to ensure timely service delivery and insurance notification.
• Review provider schedules at the end of the day to contact patients requiring follow-up and process letters for no-shows per policy.
• Support providers and staff in addressing patient questions or concerns.
• Monitor the waiting room for patients in distress and seek assistance when needed.
• Respond to minor patient concerns and complaints using service recovery tactics; report issues to supervisors.
• Manage multiple in-baskets by prioritizing and routing messages appropriately.
• Complete tasks assigned by providers or clinical staff.
• Monitor referral work queues for internal and external referrals; process and track referrals per established procedures.
• Implement and monitor DH policies and procedures; participate in initiatives to improve the referral management process.
• Deliver and pick up mail daily; complete monthly tracers and weekly BCA system checks.
• Perform other duties as required or assigned.

Requirements

• High school graduate or equivalent.
• 1 year of experience in a provider office.
• Knowledge of insurance benefit programs and medical terminology.
• Ability to effectively interact with providers, staff, patients, and insurance plan representatives.
• Strong prioritization skills for managing multiple tasks.

Skills

• Prior computer experience.
• Excellent communication skills.
• Attention to detail.