Under general supervision of the Operations Manager and Technical Manager, coordinates the delivery of quality care while enhancing the patient/ customer service experience within the Imaging Department. Works with all stakeholders including patients, physicians and clinical staff while conducting imaging exams scheduling/editing/canceling and confirming inpatient/outpatient appointments. Encounters patients with a friendly demeanor and assists with the check- in process for exam preparation. Effectively communicates appointment status to patients. Serves as a resource person for support staff.
Arrives, schedules, re-schedules and cancels patient appointments in the Radiology Information System (RIS), obtaining patient clinical indications and other pertinent data.
Enters, edits and confirms patient demographics, financial and clinical elements.
Assists patients with updating hospital registration information
Follows all safety guidelines/ policies to include correct patient identification, Hand Hygiene, etc.
Provides patients with appropriate documentation for imaging exams, including but not limited to the Falls Questionnaire, Patient Screening Form.
Reviews, updates, prints and distributes the daily patient schedule to appropriate personnel.
Identifies any add-on exams and will print and inform the appropriate personnel of any scheduling changes.
Responds to telephone requests and inquiries where appropriate.
Triages clinical inquiries to appropriate personnel.
Engages management and staff for communicating patient appointment delays.
Keeps abreast of exam room availability and any schedule deviations and instrument downtime.
Assists with activating interpreter services and volunteers when necessary
Provides medical transcriptions of certain procedures using appropriate medical terminology and knowledge.
Maintains cleanliness of desk/general waiting area to include tidiness of magazines and is responsible for the stocking/ordering of department office supplies.
Alerts management of any environmental issues associated with the general waiting area
• Assists in the orientation and training of new support staff members.
• Scans appropriate documents in the RIS
• Troubleshoots problems with customer service issues.
• Performs additional duties and responsibilities as determined by Operations/Technical Managers.
Qualifications
SKILLS/ABILITIES/COMPETENCIES REQUIRED:
Excellent written, communication and organizational skills
• Basic computer skills knowledge required
• Ability to work independently
• Ability to time manage and prioritize tasks
• Basic understanding of Universal Precautions
• Knowledge of medical terminology
EDUCATION:
• High School Diploma required
EXPERIENCE:
• Minimal of 3 years secretarial experience
• Healthcare experience strongly recommended
WORKING CONDITIONS:
Busy clinical setting, rotating between two areas
EEO Statement
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.
