Appointment Clerk - DI 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 and outgoing telephone calls; greet and communicate with patients in a friendly, confident, and courteous manner conducive to personalized patient care environment; attempt to allay patients anxieties, fears, and concerns regarding procedures.
• Determine status and nature of scan/procedure; recognize and respond appropriately to special circumstances and scheduling requirements based upon type of procedure and available resources; notify patient of available appointment times; strive to prevent imaging conflicts due to varying imaging methods; expedite patient through proper channels.
• Verify insurance coverage and plan benefit; determine and explain cost for services rendered; receive telephone requests from patients, nursing, and other clinical personnel; respond or forward telephone requests as appropriate; answer questions regarding scheduling of appointments and examination preparations for all modalities at all clinics.
• Obtain, document, and correlate clinical patient history pertinent to procedure being scheduled; transcribe physician orders and other pertinent information into Radiology Information System; review written instructions with patient on pre‑examination preparations and forward questions to technical staff as necessary; explain importance of complying with preparations.
• Schedule pediatric cases with PATC as needed; arrange anesthesia support as needed; review written anesthesia instructions with patients and/or guardian; forward 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.
• Determine and quote patient co‑pay or coins quoting tool, according to patient health plan benefits coverage; notify manager or designee of significant delays or operational problems; refer problem situations and complaints to manager or designee.
• Receive, prioritize, and relay incoming phone messages to various subsections and personnel within Diagnostic Imaging department; operate departmental paging system; rotate through all scheduling modalities within Diagnostic Imaging, including Interventional Radiology/Angio.
• Cancel or reschedule patient appointments by telephone or correspondence; provide appropriate appointment and preparation information to ensure patient comprehension and satisfaction; refer patients or guardians of patients with known claustrophobia back to physician for sedation order.
• Demonstrate knowledge, skills, and abilities necessary to provide care and/or service to patient demographics served.
• Demonstrate knowledge, skills, and abilities necessary to provide culturally sensitive care and/or service.
• Perform other duties and accept responsibility as assigned.

• One (1) year clerical experience in healthcare facility.
• Two (2) years customer service experience.

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

• Type 40 wpm.
• Computer experience.
• Demonstrated knowledge of and skill in customer service, adaptability, detail oriented, multi‑tasking, prioritization, interpersonal relations, oral communication, written communication, teamwork, problem solving, systems thinking.
• Demonstrated knowledge of and skill in Microsoft Office, and database 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 alertness.

• Medical Assistant.
• Experience in Diagnostic Imaging.
• Experience in a call center.
• Post high school coursework in Medical Terminology.
• Post high school coursework in Anatomy.