Bilingual Service Rep II (Radiology)

POSITION SUMMARY

Responsible for answering and directing all telephone calls to ensure patient safety.

Accurately schedules, registers, and supports multiple hospital clinics, rehab disciplines and/or departments.

This position works collaboratively with other members of the health care team to ensure patient needs are met in a timely manner resulting in both patient and physician satisfaction.

• KEY ACCOUNTABILITIES
• Answers and direct telephone calls in a polite and informative manner and provides information by accessing alphabetical, geographical, or other directories in an effort to resolve callers’ needs.
• Answers and processes all emergency calls efficiently and expeditiously to promote patient safety.
• Schedules and pre-registers following established policies and procedures to assure accuracy.

Schedules incoming calls, outgoing calls, and community physician referrals to facilitate scheduling is done in a timely fashion.

• Ensures demographic information is updated and registration is completed during scheduling to prevent errors for check-in or back end billing.
• Manages incoming requests and communication with referring physicians resulting in the satisfaction of both JHACH specialists and our referring physicians.
• Maintains current knowledge in all areas responding to patient/staff requests, incoming and outgoing telephone calls and paging to support optimal Ambulatory clinic operations.
• Adheres to department policies and procedures and utilizes approved tools in order to provide consistent call handling processes and traige to schedule the appropriate appointment with the appropriate provider.
• Demonstrates customer service skills, phone etiquette, and ability to meet productivity standards resulting in patient and family satisfaction.
• Promotes teamwork within the immediate and extended work area in order to foster positive employee relations.
• Demonstrates willingness to achieve personal and professional growth resulting in staff development.
• Performs clerical or administrative tasks as needed to assure the integrity of the program.

QUALIFICATIONS

• A minimum of a High School diploma, GED, Certificate of Completion or equivalent achievement
• Minimum of three years’ experience in a medical office or clinic environment required with knowledge of medical terminology.
• Candidates must successfully pass the required JHM approved designated language assessment prior to job offer.

New employees must complete all required training within 30 days of hire.

• The ability to communicate effectively, both verbally and in writing, and have strong interpersonal and team building skills required.
• Knowledge of computer systems and electronic medical records is required.
• Must have visual and auditory acuity to operate general office equipment.
• Must be able to read, write, speak and understand English.
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