Imaging Services Coordinator I

Job Summary

This is a 36 hours/week role under the direction of the Manager and Supervisor of Imaging Support Services.

About the Role

Mission critical position responsible for departmental administrative tasks, including patient reception duties, organizing materials for imaging procedures, reviewing complex patient appointment sets, ordering lab work, and additional tests associated with imaging procedures.

Responsibilities

• Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelines.
• Acquires, enters, and links lab orders from Ordering Providers.
• Assembles screening forms and worksheets for each imaging modality.
• Works with Access Management to ensure pre-authorizations have been obtained.
• Facilitates patient and staff flow for patients needing lab work.
• Maintains confidentiality of Protected Health Information (PHI).
• Performs past-pending reconciliations.
• Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards.
• Performs front desk check-in functions, verifying patient identification, printing patient wristbands, assigning RTLS badges, and asking patients screening questions.
• Prints and reviews appointment schedules for patients.
• Notifies nursing and lab staff of issues as needed.
• Answers telephone and provides general imaging specific information to callers within the scope of knowledge and authority.
• Reviews missing labs reports and works with staff from other departments to resolve missing labs.
• Identifies inconsistencies with, or outstanding questions regarding lab panel orders.
• Works directly with Providers to reconcile the order to prevent a delay for the patient.
• Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs.
• Delivers outstanding customer service to internal and external customers.
• Timely and accurately responds to the needs of internal and external customers.
• Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary.

Communication and Collaboration

• Demonstrates ability to effectively communicate across leadership levels and with varying audiences.
• Synthesizes and communicates complex information in patient friendly terms.
• Works effectively as a member of the team and across functional teams.
• Fosters a sense of shared responsibility among the team.

Emergency Response

• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.

Regulatory Compliance and Quality Improvement

• Compliance with DFCI policies and procedures.
• Understanding their role and responsibility in obtaining successful Joint Commission accreditation.
• HIPPA regulation compliance.
• Completion of assigned AEU and Health Stream competencies.
• Actively participates and provides constructive feedback on quality improvement projects.

Information Technology

• Maintains a level of competency in all operational systems such as: Epic, RTLS, Outlook, and Sunquest.
• Actively engaged in system upgrades and effected operational changes.
• Manages supply of RTLS badges including assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges.
• Actively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime procedures.

Patient Experience

Delivers outstanding customer service to internal and external customers.

Supervisory Responsibilities

No supervisory responsibilities.

Working Conditions

Fast-paced, clinical environment with multiple visual and auditory distractions. Ability to operate a computer, keyboard and standard office equipment required. While performing the duties of this job, the employee is occasionally required to stand; sit; walk; use hands to handle objects and office supplies; reach with hands and arms.

Minimum Job Qualifications

• High school diploma required.
• Bachelor’s degree preferred.
• No experience required.
• Prior customer service experience preferred.

Superior Qualifications

• Excellent verbal and written communication skills.
• Excellent customer service skills and ability to perform under pressure.
• Strong organizational, problem solving and critical thinking skills.
• Demonstrated flexibility and ability to take on additional responsibilities as situations require.

Preferred Qualifications

• Knowledge, Skills, And Abilities Required:
• Knowledge of PACS, applicable image upload software, and computer equipment.
• Experience with QuickBase, Visage, LifeImage, PowerShare, and ETIAM.