Clinical Secretary - Radiology Lab

About the role

Reviews, processes, and tracks all referrals for services delivered by providers. Acts as a liaison between primary care physicians and specialists outside the organization. Manages patient interactions, scheduling, and administrative tasks to ensure efficient operations and patient care.

Responsibilities

• Schedules appointments, tests, or procedures and responds to patient calls, providing instruction and support to staff for communicating with patients.
• Greets patients arriving for appointments, assists with questionnaires, forms, and technology use, and keeps patients updated on any delays.
• Assesses needs of patients without appointments, processes prescription requests, forms, and appointment scheduling, or facilitates direct communication with clinical support.
• Reviews schedules daily for accuracy, needed ancillaries, and incoming records, making adjustments as required.
• Manages wait lists, multiple e-DH worklists, and reschedules patients to ensure schedules are fully booked and patient needs are met.
• Completes follow-up tasks for patients as directed by the After Visit Summary, such as booking appointments, scheduling lab and radiology exams, or arranging external procedures.
• Handles incoming phone calls from providers, staff, external offices, and patients, assessing needs, processing requests, taking messages, or transferring calls appropriately.
• Monitors and completes system messages in a timely manner to meet patient needs.
• Reviews incoming faxes regularly and determines the proper course of action.
• Completes authorizations and pre-certifications for external and stat procedures to ensure timely service delivery and insurance notification.
• Reviews provider schedules at the end of the day to identify patients requiring follow-up and processes letters for no-shows according to policy.
• Supports providers and staff in addressing patient questions or concerns, providing instruction on communication with patients.
• Monitors the waiting room for patients in distress and seeks assistance when needed.
• Responds to minor patient concerns and complaints using service recovery tactics and reports issues to supervisors.
• Manages multiple in-baskets by monitoring, prioritizing, and routing messages appropriately.
• Completes tasks assigned by providers or clinical staff.
• Monitors referral work queues for internal and external referrals, processes new referrals, and tracks queue status to ensure completion.
• Implements and monitors organizational policies and procedures and participates in initiatives to improve the referral management process.
• Delivers and picks up mail daily, completes monthly tracers, and performs weekly BCA (Business Continuity Application) system checks.
• Performs other duties as required or assigned.

Requirements

• High school graduate or equivalent with 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.
• Able to prioritize multiple tasks.
• Prior computer experience, excellent communication skills, and attention to detail.