Support Specialist

Plans and coordinates staffing of the Medical Imaging registration/check-in areas. Ensures staff follow all policies and procedures monitor customer service to attain the highest degree of satisfaction and maintain data accuracy of the film records. Liaison w/radiologists. This is a limited incumbent role.

Education:

• High school diploma or the equivalency is required.
• College coursework in Business Administration is preferred.

Experience:

• Minimum of three years experience in a healthcare office setting is required.
• Previous supervisory/office management experience is required.

Other Knowledge/Skills/Abilities:

• Medical terminology background is required.
• Excellent interpersonal and guest relations skills are required.
• Advanced computer skills are required.
• Strong leadership skills are required.
• Strong organizational skills are required.
• May be required to work beyond regular business hours to meet business needs.

1. Provides support leadership and guidance for all support staff working in the medical imaging department.
2. Works with the Support Supervisor/Project Lead to ensure proper staffing of the area. Coordinates the workflow of the support staff by assigning/reassigning staff as required on a day to day basis. Monitors work volumes throughout the day.
3. Oversees the Front Office Procedure Pending Transaction (PPT) Process. Monitors the PPT report to verify images have been read. Works with Radiologists to make sure all unread images are read timely. Resolves/communicates issues during the review of PPT reports with the assistance of Medical Imaging IS Team.
4. Functions as timecard editor for the front office. Coordinates PTO and clocking adjustments for the staff on a daily basis.
5. Participates in flexible work hours that coincide with workload demands. Participates in front office on-call schedule.
6. Contributes to positive customer relations and works to address any issues that arise when patients are present in order to maintain a positive experience. Exercises problem solving and conflict resolution skills when handling patient complaints; refers patient complaints to the appropriate personnel as needed.
7. Utilizes customer service skills by providing support to patients visitors physicians residents medical students and staff. Greets communicates effectively and registers/checks in outpatients in a positive accurate and professional manner. Rounds regularly in the Imaging reception areas and acts as a liaison between modalities and patients/patient families.
8. Trains new staff and develops and mentors of existing staff.
9. Evaluates staff competencies and ensures staff follow all policies and procedures related to the area. Provides input to the Support Supervisor/Project Lead on staff performance for appraisals discipline and training. Acts as a liaison between support staff and Supervisor.
10. Maintains and ensures the integrity of identified medical/legal cases and consistently follows established risk management and health information management policies and procedures. Audits regularly to ensure legal cases have been documented according to established processes.
11. Maintains a strong technical knowledge of all clerical functions in order to resolve problems and facilitate/ participate in process improvement activities. Implements improvement initiatives as needed. Develops new processes for clerical staff.
12. Assists the Radiologist and residents with the Tumor board conferences. Confirms all images needed have been pushed reports scanned and merged with the Memorial medical record number (MRN). Communicates completion to the assigned physician in a timely manner.
13. Reviews patients with procedures/exams identified for follow-up that meet criteria identified by the department. Communicates or schedules identified patients in accordance with department process.
14. Monitors employee performance to maintain quality standards in Picture Archiving and Communication System (PACS) and ensures compliance with department policies and procedures.
15. Maintains current and up to date manuals of department procedures.
16. Maintains addendum process. Communicates addendum requests to the Clinical Radiologists for quality review using established processes.
17. Monitors the Radiology Information System (RIS) to ensure all operations are running and relays issues to the appropriate personnel.
18. Maintains adequate supply levels for front office needs. Reviews and recommends equipment and supply purchases.
19. Performs other related work as required or requested.