Outpatient Services Representative-Full Time Days/Evenings

Start the day excited to make a difference…end the day knowing you did.  Come join our team.

Job Summary:

This position is accountable to perform a variety of clerical, reception, and support functions that ensure timely and effective day-to-day operations and communications throughout the Radiology Department. This includes answering telephones, greeting patients, entering Radiology orders, scheduling out-patient examinations, maintaining records, monitoring flow, serving as a patient advocate/liaison to the imaging modalities, and relaying information that is often confidential and time-sensitive. The Outpatient Services Representative supports the mission, vision, values, and strategic initiatives of Mary Washington Healthcare and demonstrates a commitment of quality service to our patients and their families, the community, physicians, and other Associates.

Essential Functions & Responsibilities:

• Greets all patients, visitors, family members, physicians, and Associates in a courteous and professional manner.
• Prioritizes appropriately so that customers’ needs are all addressed efficiently and effectively.
• Answers telephones courteously, professionally, and by the third ring.
• Screens and transfers calls or takes messages, as appropriate.
• Communicates information accurately and in a timely manner.
• Maintains a clean, organized, efficiently run Radiology reception area.
• Coordinates patient flow; keeps patients, family members, and Associates informed of activities and delays.
• Cancels and reschedules exams as requested by patients or instructed by clinical staff.
• Provides ongoing follow-up (explanations, apologies, options for rescheduling, etc.) for outpatients who have waited more than fifteen (15) minutes past their scheduled exam times.
• Escalates delays according to department standards when wait times exceed fifteen (15) minutes.
• Rounds in the Radiology waiting rooms at regular intervals throughout the day to clean and straighten, check on patients/visitors, and offer assistance.
• Identifies and resolves or escalates customer complaints. Initiates customer service recovery per MWHC guidelines when service failures occur.
• Schedules (or reschedules) out-patient exams using computerized scheduling systems or manually, as needed, based on the needs of the patient and department.
• Obtains all required information per MWHC scheduling guidelines.
• Alerts Insurance Verifiers when scheduling same day “add-ons” to ensure insurance authorization or waiver is obtained if needed.
• Coordinates resources including Interventional Radiology physicians or mid-levels, Anesthesia Services, and others, as directed by Radiology clinical staff and physicians. Gathers pertinent records (lab results, physician orders, histories and physicals, etc.) based on procedure(s) being performed.
• Distributes up-to-date “next day” outpatient schedules, by the designated time each day, to all Radiology sub-sections.
• Contacts out-patients to confirm their scheduled appointment times, verify orders and medical information, complete MRI screening questionnaires, discuss preparations or special instructions, and answer any questions or concerns, a minimum of forty-eight (48) hours prior to their scheduled appointment times.
• Verifies that a valid physician’s order (written script) and required records are available; resolves any conflicts/concerns with the appropriate modality supervisor or clinical staff prior to the patient’s actual appointment.
• Enters Radiology orders efficiently, effectively, and accurately into the Radiology Information System.
• Identifies patients according to the organization’s patient identification standard; verifies that orders, referring physicians’ names, and other information is correct prior to finalizing order entry.
• Scans/archives orders and other paperwork, as needed, to the patient’s electronic medical record.
• Assists modalities by ensuring patients complete required paperwork (medication sheets, medical information forms, pregnancy forms, etc.) while waiting.
• Performs routine clerical/support functions and additional duties as assigned by the Radiology Support Services Supervisor.
• Maintains competency in job responsibilities as evidenced by completion of all initial/annual Competency Based Orientation Tools.
• Maintains proficiency in the use of Radiology and other information systems used in the performance of daily job functions.
• Adheres to departmental policies, procedures, standards, and protocols to ensure safe and effective operations and quality patient care.
• Keeps abreast of downtime procedures and, during downtime's, supports the department by following defined downtime processes that ensure the timely completion o