Sr. Practice Manager - Interventional Radiology

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Responsible for managing information related to coordination and scheduling of Interventional Radiology procedures and clinics for all UHealth Radiology facilities. Interact directly with referring physicians, radiologists, technologists, as well as patients to assure smooth coordination of procedures/exams. Assist Nurse Specialist with managing all patient scheduling functions of the Interventional Radiology Scheduler team.

ESSENTIAL FUNCTIONS

Lead Functions:

• Assists in overseeing scheduling workflow to all IR Schedulers.
• Provide daily pending orders and scheduling reports to Radiology administration.
• Provide first available reports on a weekly basis to Radiology administration or as needed.
• Work with EGAIN web based system to constantly monitor phone volumes, agents for quality assurance on a daily basis.
• QA calls and provide individual reports for each assigned agent on a weekly basis.
• Assists Supervisor with the introduction and implementation of new techniques and procedures for scheduling, ensuring all staff are competent.
• Assists Supervisor in conducting performance improvement meetings concerning scheduling workflows.
• Provides leadership, education, and orientation to all new scheduling staff. 
• Acts as a role model for all Radiology Staff and supports all managerial decisions.  Promotes team effort within the Radiology Department.  Facilitates open lines of communications with all Radiology Imaging Services.
• Ensures open lines of communication with Supervisor/Manager/Director regarding all scheduling issues.
• Assists the supervisor with employee performance evaluations on a weekly and yearly basis.
• Edit UCHART/EPIC Radiant template as needed when supervisors, manager are un available.

Scheduling Functions:

• Scheduling all types of complex imaging exams with attention to specific anatomical descriptions for the Department of Radiology Imaging Services (i.e. left knee, abdomen, and brain).
• The Department of Interventional Radiology Scheduling receives an average of 70 – 100 inbound calls on a daily basis. Agents are expected to manage high call volumes. Departmental guidelines include but are not limited to: Departmental abandonment rate goal is 2% daily, Quality audit goal 95 % minimum. Maintain a service level of 60 % or higher.
• Utilize multiple computer applications, scheduling software (i.e. EPIC/UChart/ Radiant, Meditech), network drives (V: drive Virtual Manual) to schedule multiple exams within multiple modalities and entities (i.e. Kendall, Plantation, Lennar, UMH, ABLEH, DFB, ADIC, UMHC).
• Use intermediate and complex medical terminology and precise scheduling protocols to ensure compliance such as reviewing and comparing patient’s previous imaging report to current order.
• Coordinate processes and timing as required by the physician and facility for special procedures.
• Obtaining information from the referring physician or patient as required for the exam such as: medical history and document in Uchart (i.e. inquire if patient has history of renal failure/disease, diabetic, chemotherapy, allergies, etc).
• Verify that the radiology order obtains patients name, DOB, MRN, specific type of test(s) ordering, patient’s diagnosis (ICD-9 code),  brief description of patient’s signs and symptoms, ordering practitioner’s signature (Stamp signatures will not be accepted), and unique National provider identification number (NPI).
• Verify and update Patient demographic information in UChart.
• Verify the diagnosis by checking the Health-works ABN module for UMHC and ADIC Medicare recipients for proper coding and medical necessity.  For any denials which Medicare coverage is required -- the physician must be notified of the denied diagnosis code for the exam ordered and/or the non-covered procedure.  The on-site Insurance verifier will fill out the ABN, and notification will be given to the patient prior to their appointment.  If the patient agrees with the terms – the patient at registration will sign this form.
• Use AIDET as per our standard policy (Acknowledge, Introduce, Duration, Explain, Thank you)