The Support Associate demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation. This individual is responsible for receptionist duties, responding to telephone inquiries, using the Radiology Information System (RIS) for data query and entry, and preparing images to be sent to outside sources. They are also the first contact/liaison for basic Picture Archive Communication System (PACS) support. A primary aspect of this role includes positive relations with patients, guests, physicians, co-workers and other departments.
Responsibilities:Contributes to organization success targets for net operating margin.
Models Covenant’s Mission, Vision and WE CARE Values of Extraordinary Care for Every Generation.
The PACS Support Associate has no clinical contact with patients.
Uses excellent customer service skills to greet and service patients
Moves outpatients through the registration/ordering process in a timely, professional manner
Assists patients in the completion of hospital forms
Prepares orders for the technical staff
Maintains paperwork/documentation per established protocols
Explains examination preparations for tests done in the Imaging and Diagnostic Services Department
Answers the telephone, using established telephone etiquette skills
Transfers phone inquiries appropriately
Faxes reports, using established protocols
Uses the RIS/PACS for retrieval of information to respond to inquiries within the scope of their duties
Provides basic PACS/RIS/PowerScribe support
Assists Radiologist, IDS technical staff, Referring Physicians, Patient Services, O.R., ECC, and Physician offices with common troubleshooting issues
Reconciles level 1 errors in PACS Monitors QC Program and responds to tickets in a timely manner
Audits Pending Lists to ensure reports are completed
Maintains proficiency in all computer functionally necessary to perform job duties (RIS, PACS, QC, email, etc.)
Burns CD copies for outside requests.
Follows HIPAA/ROI guideline when releasing images/Reports Imports images from outside facilities
Returns outside films according to established protocol
Scheduling procedures Other duties as assigned
Qualifications:EDUCATION/EXPERIENCE
High school diploma or equivalent, with post high school vocational training or experience in clerical and computer skills
Medical terminology course Anatomy course
KNOWLEDGE/SKILLS/ABILITIES
Knowledge of standard office equipment (fax, copy machine, printers)
Ability to flex work schedule in order to meet staffing needs
Ability to multi-task, rotate and function independently in patient reception, responding to telephone inquiries, and providing basic support for PACS/RIS/PowerScribe.
Ability to work under stressful situations with a positive attitude
Able to stand and/or sit for long periods of time.
WORKING CONDITIONS/PHYSICAL DEMANDS
Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.
Frequent sitting, talking, hearing, near vision, midrange vision.
Frequent far vision, depth perception, visual accommodation.
Frequent color vision, field of vision.
Occasional lifting up to 50 lbs.
Occasional standing, walking, lifting, carrying, pushing, pulling.
Occasional climbing, balancing, stooping, crouching, squatting.
Occasional twisting, reaching, handling, feeling.