Sr. Practice Manager, Desai Sethi Medical Center

Work Shift: Full-Time:
Days (40 hrs. per week) On calls may be required

Lead Functions:

• Assists in overseeing scheduling workflow to all IR Schedulers.
• Provide daily pending orders and scheduling reports to Radiology administration.
• Provide first available reports on a weekly basis to Radiology administration or as needed.
• Work with EGAIN web based system to constantly monitor phone volumes, agents for quality assurance on a daily basis.
• QA calls and provide individual reports for each assigned agent on a weekly basis.
• Assists Supervisor with the introduction and implementation of new techniques and procedures for scheduling, ensuring all staff are competent.
• Assists Supervisor in conducting performance improvement meetings concerning scheduling workflows.
• Provides leadership, education, and orientation to all new scheduling staff.
• Acts as a role model for all Radiology Staff and supports all managerial decisions. Promotes team effort within the Radiology Department. Facilitates open lines of communications with all Radiology Imaging Services.
• Ensures open lines of communication with Supervisor/Manager/Director regarding all scheduling issues.
• Assists the supervisor with employee performance evaluations on a weekly and yearly basis.
• Edit UCHART/EPIC Radiant template as needed when supervisors, manager are un available.

Scheduling Functions:

• Scheduling all types of complex imaging exams with attention to specific anatomical descriptions for the Department of Radiology Imaging Services (i.e. left knee, abdomen, and brain).
• The Department of Interventional Radiology Scheduling receives an average of 70 – 100 inbound calls on a daily basis. Agents are expected to manage high call volumes. Departmental guidelines include but are not limited to:
  Departmental abandonment rate goal is 2% daily, Quality audit goal 95 % minimum. Maintain a service level of 60 % or higher.
• Utilize multiple computer applications, scheduling software (i.e. EPIC/UChart/ Radiant, Meditech), network drives (V: drive Virtual Manual) to schedule multiple exams within multiple modalities and entities (i.e. Kendall, Plantation, Lennar, UMH, ABLEH, DFB, ADIC, UMHC).
• Use intermediate and complex medical terminology and precise scheduling protocols to ensure compliance such as reviewing and comparing patient’s previous imaging report to current order.
• Coordinate processes and timing as required by the physician and facility for special procedures.
• Obtaining information from the referring physician or patient as required for the exam such as: medical history and document in Uchart (i.e. inquire if patient has history of renal failure/disease, diabetic, chemotherapy, allergies, etc).
• Verify that the radiology order obtains patients name, DOB, MRN, specific type of test(s) ordering, patient’s diagnosis (ICD-9 code), brief description of patient’s signs and symptoms, ordering practitioner’s signature (Stamp signatures will not be accepted), and unique National provider identification number (NPI).
• Verify and update Patient demographic information in UChart.
• Verify the diagnosis by checking the Health-works ABN module for UMHC and ADIC Medicare recipients for proper coding and medical necessity. For any denials which Medicare coverage is required – the physician must be notified of the denied diagnosis code for the exam ordered and/or the non-covered procedure. The on-site Insurance verifier will fill out the ABN, and notification will be given to the patient prior to their appointment.
  
  If the patient agrees with the terms – the patient at registration will sign this form.
• Use AIDET as per our standard policy (Acknowledge, Introduce,…