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 specialists outside of the organization.
• Greet patients, assist with questionnaires, forms, and technology, and acknowledge 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 needed.
• Manage waitlists, multiple e-DH worklists, and reschedule patients to ensure full schedules.
• Complete follow-up needs for patients as directed by the After Visit Summary (e.g., booking appointments, scheduling lab/radiology exams).
• Receive and assess incoming calls from providers, staff, external offices, and patients; 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 identify patients requiring follow-up and process letters for no-shows.
• Support providers and staff in addressing patient questions or concerns.
• Monitor the waiting room for patients in distress and respond to minor concerns using service recovery tactics.
• Manage multiple in-baskets, prioritize messages, and route them appropriately.
• Complete tasks assigned by providers or clinical staff.
• Monitor referral work queues for internal and external referrals, process new referrals, and track queue status.
• Implement and monitor organizational policies and procedures.
• Participate in initiatives to improve the referral management process.
• Deliver and distribute mail daily, complete monthly tracers, and perform weekly BCA system checks.
• Perform 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.
• Strong prioritization skills for managing multiple tasks.
• Prior computer experience, excellent communication skills, and attention to detail.