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.

Essential Responsibilities:

+ 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.

+ Performs other duties and accepts responsibility as assigned.

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 - DI Call Center

LOCATION:

Honolulu, Hawaii

REQNUMBER: 1399421

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…