Appointment Clerk - Diagnostic Imaging Call Center

Job Summary:

Under direct supervision, monitors receipt of requisitions for all diagnostic imaging procedure/exams and schedules/forwards appropriately; greets and schedules patients for diagnostic imaging exams based on varying scheduling parameters depending upon modality; reviews written instructions with patient on pre-examination preparations; directs stat exam requests appropriately and confirms appointment; obtains current patient history as needed per modality/exam, verifies patient insurance coverage and quotes patient estimated copay amounts using provided estimator tools.

• Schedule all services rendered in Diagnostic Imaging via incoming telephone calls and outgoing telephone calls. Greets and communicates with patients in a friendly, confident, and courteous manner conducive to personalized patient care environment; attempts to allay patients anxieties, fears, and concerns regarding procedures.

• Determines status and nature of scan/procedure; recognizes and responds appropriately to special circumstances and scheduling requirements based upon type of procedure and available resources; notifies patient of available appointment times; strives to prevent imaging conflicts due to varying imaging methods; expedites patient through proper channels.

• Verifies insurance coverage and plan benefit. Determines and explains cost for services rendered. Receives telephone requests from patients, nursing, and other clinical personnel; responds or forwards telephone requests as appropriate; answers questions regarding scheduling of appointments and examination preparations for all modalities at all clinics.

• Obtains, documents, and correlates clinical patient history pertinent to procedure being scheduled; transcribes physician orders and other pertinent information into Radiology Information System. Reviews written instructions with patient on-pre-examination preparations and forwards questions to technical staff as necessary; and explains importance of complying with preparations.

• Schedules pediatric cases with PATC as needed. Arranges Anesthesia support as needed, reviews written anesthesia instructions with patients and/or guardian, forwards questions to Ambulatory Surgery Center as needed. Provide feedback to referring physicians regarding patients who are delayed, fail to show, or are unable to be contacted.

• Determines and quotes patient co-pay or coinsurance fees using current quoting tool, according to patients health plan benefits coverage. Notifies manager or designee of significant delays or operational problems; refers problem situations and complaints to manager or designee.

• Receives, prioritizes, and relays incoming phone messages to various subsections and personnel within Diagnostic Imaging department; operates departmental paging system. Rotates through all scheduling modalities within Diagnostic Imaging, including Interventional Radiology/Angio.

• Cancels or reschedules patient appointments by telephone or correspondence; provides appropriate appointment and preparation information to ensure patient comprehension and satisfaction. Refers patients or guardians of patients with known claustrophobia back to physician for sedation order.

• Demonstrates knowledge, skills, and abilities necessary to provide care and/or service to patient demographics served.

• Demonstrates knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.

• Basic Qualifications:

  Experience

  One (1) year clerical experience in healthcare facility.

  Two (2) years customer service experience.

  Education

  High school diploma or equivalent combination of education (lesser) & experience may be considered in lieu of requirements.

  License, Certification, Registration

  N/A

  Additional Requirements:

  Type 40 wpm.

  Computer experience.

  Demonstrated knowledge of and skill in customer service, adaptabiliity, detail oriented, multi-tasking, prioritization, interpersonal relations, oral communication, written communication, teamwork, problem solving, systems thinking.

  Demonstrated knowledgge of and skill in Microsoft Office, and databae PC applications.

  Talking to patients, co-workers (internal and external), and vendors over the phone.

  Reading, writing, speaking and understanding English.

  Training/giving and receiving instructions.

  Mathematical ability, attention to detail (e.g. organization, prioritization, proofing), concentration and alertnes.

  Preferred Qualifications:

  Medical Assistant.

  Experience in Diagnostic Imaging.

  Experience in a call center.

  Post high school course work in Medical Terminology.

  Post high school course work in Anatomy

COMPANY: KAISER

TITLE:

Appointment Clerk - Diagnostic Imaging Call Center

LOCATION:

Honolulu, Hawaii

REQNUMBER: 1397931

External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with Federal, state and local laws, including but not limited to the San Francisco Fair Chance…