Clinical Secretary - Radiology Lab, Part Time

Responsibilities

• Reviews, processes, and tracks all referrals for services delivered by providers.
• Schedules appointments, tests, or procedures; responds to patient calls; provides instruction and support to staff for communicating with patients; may act as liaison between physicians and specialists outside of D-H.
• Responds to patient calls providing general information and education.
• Greets patients arriving for appointments, provides appropriate questionnaires, answers questions, and assists patients with completion of forms and use of technology; acknowledges delays and keeps patients updated.
• Assesses needs of patients without appointments and processes requests for prescriptions, forms, appointments, or need to speak directly to clinical support.
• Reviews schedules daily for accuracy in scheduling, needed ancillaries, and incoming records; makes adjustments as needed.
• Reviews wait lists, manages multiple e-DH worklists, and reschedules patients to ensure schedules are fully booked and patients’ needs are met.
• Completes follow-up needs for patients as directed by the After Visit Summary (e.g., booking appointments, scheduling lab and radiology exams, or arranging external procedures).
• Receives incoming phone calls from providers, staff, external provider offices, and patients; assesses caller needs, processes requests, takes messages, schedules appointments, or transfers calls.
• Monitors and completes system messages in a timely manner to meet patients’ needs.
• Monitors incoming faxes regularly and reviews each to determine the proper course of action.
• Completes authorizations and pre-certifications for all external and stat procedures to ensure timely service delivery and insurance notification.
• Reviews all provider schedules at the end of the day to identify and contact patients requiring follow-up; processes letters to no-shows in accordance with policy.
• Supports providers and staff in addressing patient questions or concerns; provides instruction on communicating with patients regarding these issues.
• Monitors the waiting room for patients in distress and seeks assistance when needed.
• Responds to minor patient concerns and complaints using service recovery tactics; reports all concerns and complaints to supervisor/manager.
• Manages multiple in-baskets by monitoring, prioritizing, and properly routing messages.
• Completes tasks as assigned by providers or clinical staff.
• Acts as liaison between primary care physicians and specialists outside D-H.
• Monitors referral work queues for internal and external referrals; processes new referrals according to established procedures and tracks queue status.
• Implements and monitors D-H policies and procedures; participates in initiatives to improve the referral management process.
• Delivers and picks up mail daily; completes monthly tracers and 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.