PRIMARY FUNCTION:

To serve as a scheduling content expert and software super-user. To assist peers with complex scheduling, procedure, and insurance matters.

Performs onboarding, training and continuing education for all staff schedulers when necessary. To perform scheduling functions for multiple sites and multiple modalities.

Interact with patient and/or physician office to facilitate scheduling. Obtains accurate patient demographic, financial, and insurance information in preparation for all third-party payers. Serves as the back-up to the Supervisor VIII when out of the office, when applicable.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Manages the daily influx of phone calls from patients, physician's offices, and other providers and insures the proper and timely routing and resolution of each matter.
• Controls work flow related to demand and handle urgent/emergent requests.
• Schedules routine and complex imaging procedures.
• Maintains a working knowledge of capabilities of each Imaging Services modality and facility in order to properly schedule patient with respect to their physical condition and medical needs.
• Obtains pertinent clinical data, such as reason for exam, previous related imaging studies, patient preps, and safety questions.
• Corresponds with provider's offices to obtain up-to-date order instructions and other related post-call follow-up as requested by the patient and/or ordering professional.
• Ensures online and fax-to-fax worklists are maintained and work is distributed evenly as applicable
• Assists in obtaining the patients prior films from outside organizations and sending patient films to outside organizations with the proper release documentation.
• Reviews prior contrast reaction cases and confers with a technologist or radiologist for premedication instructions.
• Completes needed tasks in the online and fax-to-fax order worklists to ensure timely scheduling of the patients requesting an appointment via alternative methods (Online request or fax from the Physician's office as appropriate).
• Educates the patient with all pre-procedure preparation instructions for each imaging modality.
• Provides accurate directions to any satellite imaging services offices and both hospitals.
• Coordinates multiple resources and procedures.
• Responds to requests for urgent (STAT) cases, working with technologists/radiologists to prioritize and schedule.
• Interacts with physicians, physician's offices, various Christiana Care departments, patients and patient's family in a courteous and professional manner on a daily basis.
• Superior performance in customer service and phone skills with ability to handle difficult patient satisfaction issues and provide service recovery as necessary
• Demonstrates Christiana Care values and behaviors.
• Provides adequate care of equipment and inventory of necessary supplies on a daily basis.
• Participates in record keeping and counting of supplies and notifies supervisor/manager when supplies are running low.
• Demonstrates compliance with Christiana Care and departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance, and dress code.
• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to supervisor, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.
• Performs other related clerical duties as required.

EDUCATION AND EXPERIENCE REQUIREMENTS:

High School graduate.

Minimum of three years related medical office experience with knowledge of computer scheduling for multiple providers preferred.

An equivalent combination of education and experience may be substituted.

SPECIAL REQUIREMENTS:

None

EEO Statement: Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

UPDATE: ChristianaCare is committed to prioritizing the health and safety of our patients and caregivers. As we continue to meet the needs of our caregivers and our community through the COVID-19 pandemic, our commitment to health and safety requires that we take new steps to ensure a safe environment for medical care for our patients and a workplace that avoids preventable harm for our caregivers. For this reason, vaccination for COVID-19 is required for all caregivers at ChristianaCare and is considered a safety standard that is job-related and consistent with business necessity for all caregivers.