Sr Imaging Representative

At Houston Methodist, the Senior Imaging Representative position is responsible for performing as an Imaging Rep in addition to providing advanced critical thinking and problem resolution with a focus on the patient visit experience within the Imaging department. Responsibilities for this position include performing more complex processes related to scheduling or other specialized department related protocols with an emphasis on high level customer service.

The Senior Imaging Representative position serves as a liaison for the patient, medical staff, and third parties as well as a role model, trainer, and mentor to new hires and less experienced staff.

Non-exempt

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

• Three years of experience in a related role within healthcare

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
• Possesses excellent customer service skills, as well as organizational and critical thinking skills
• Demonstrates proficient use of computer hardware and software with the ability to naviagete multiple systems simulataneously
• Intermediate knowledge of medical terminology
• Demonstrates effective and appropriate decision-making judgement, and confidentiality as well as attention to detail and follow-through
• Working knowledge of insurance requirements for reimbursement as appropriate

• Greets customers and responds to general and specific inquiries that require advanced department knowledge and critical thinking skills. Answers and triages customer calls and questions.
• Performs more complex processes related to scheduling, registration data financial clearance activities or other specialized department related protocols.
• Coordinates patient flow as directed with consistency, timeliness, and advanced skill while meeting appropriate priority standards. Provides appropriate notification of issues that may result in service delays or denials.
• Role models healthy communication such as mitigation of conflict, leading problem-solving and resolution efforts. Serves as a preceptor, mentor and resource to less experienced staff. Recommends initiatives to improve department scores for employee engagement.

• Ensures high quality service is provided in designated areas. Responds promptly to requests and keeps open channels of communication, building rapport with physician, patient and service areas. Maintains confidentiality in all communications.
• Anticipates and coordinates department needs, contributing to patient, employee and physician satisfaction.
• Responds to patient records requests per protocol; updates EMR as needed. Provides other administrative assistance as directed.

• Serves as a liaison for the patient, medical staff, and visitors. Communicates to resolve patient and quality service matters. Keeps open channels of communication with physician, patient, and service areas regarding action taken and resolution.
• Enters patient and operational…