Customer Service Representative

Newton, MA, United States

Title : CUSTOMER SERVICE REPRESENTATIVE

HR ID# : 01-7010-000455

Department : Radiology Department

Reports to : Radiology Operations Manager

Date Description Last Revised/Approved : December 2019

Job Summary:

Responsible for representing the radiology department to patients, patients' family members, physician offices, health care centers, medical organizations and various other clients. This service involves providing in-person and telephone communications to all radiology patients in the Women's Imaging Department and to other departments of Newton-Wellesley Hospital. Responsible for checking each patient in, printing requisitions, escorting patients to the room to change their clothes, and providing proper instructions for the changing of clothes based on exam type.

RECEPTION CHECK-IN DESK:

Greets customers and provides a welcoming presence for all patients including Women's Imaging, Bone Density, Ultrasound, and Breast Center patients. Performs a Patient Check-in process to ensure that all patients are taken in turn based upon arrival time. Obtains all required signatures/forms. Responds to a wide variety of questions from those who pass by this very busy desk. Answers telephone, questions and refers patients' calls to the appropriate person. Schedules patients for Mammography, Bone Density and Ultrasound. Escorts and instructs each patient to get changed. Continuously updates patients and family members as to wait times for imaging services. Apologizes for any inconvenience for longer than usual wait times.

Essential Functions:

Responsible for obtaining demographic information from radiology patients and inputting that information into the computer system. Completes check-in paperwork for each patient, including patient falls risk assessment and patient mammography call back form. Ascertains which exams each patient will be undergoing and guides each patient accordingly.

Conveys professional yet personal manner in telephone communications; makes outbound telephone calls to remind patients of upcoming radiology exams.

Access the hospital computer systems to determine patient exam status. Generate reports for daily schedules, documents client communications, updates and creates standing orders, monitors fax and printer connectivity, logs supply and requisition order requests, scans requisitions.

Determines when calls need input from a technical supervisor or/and facilitates the resolution of those calls to completion. Refers caller to the appropriate area for further follow up when necessary.

Monitors telecommunications transmissions for radiology reports and takes corrective action to resolve problems within the scope of ability. Identifies unsatisfactory transmissions and contacts clients to determine cause. Retransmits data via computer system, keeping logs of transmission errors.

Plans, organizes, and prioritizes work duties to accomplish daily objectives according to established schedules. Complies with established standards and practices/procedures. Follows strict principles of asepsis, antisepsis, and universal precautions in performing duties. Uses proper techniques and equipment according to established policies and procedures. Assembles supplies and equipment, assures proper function and cleanliness of equipment and work area.

Cares for and maintains supplies, equipment, and work areas. Maintains stock of supplies and equipment and keeps inventory. Performs cleaning and sterilizing duties as required.

Maintains established hospital and department policies and procedures, objectives, quality assurance, safety, environmental and infection control and complies with requirements of accreditation and regulatory agencies. Is familiar with all Downtime Procedures for all appropriate departments.

Attends in-services and meetings as required.

Performs duties on holidays as required by the supervisor.

Organizes and maintains files, logs and other control systems; sorts, distributes and/or files incoming documents and other correspondence.

Demonstrates service excellence and treats every patient in a kind and caring manner.

Handles mail or copies forms as necessary. Enters all changes into the computer system accurately and timely.

Reads all messages and mail in hospital E-mail system.

Reads all procedure books. Is familiar with all emergency procedures.

Communicates current activities with oncoming shift personnel. Handles all patients, peers, physicians, and supervisors in a professional and respectful manner always.

Performs all assigned responsibilities efficiently and in a timely fashion.

Takes telephone messages, uses paging system to contact people, access the radiology and hospital computer systems.

Initiates, types, copies and distributes patient schedules and other material as appropriate.

Functions as patient advocate for all patients in waiting and changing room areas.

Performs other related duties as required.

Qualifications:

Education

• A high school education is preferred, but not required.

Experience

• Candidate preferably has experience in at least one of the following areas: customer service related to healthcare and/or clinical setting, medical assistant and/or radiology experience, or call center environment.

License and Registration

• N/A

Knowdelge and Skill

• An understanding of medical terminology related to radiology/healthcare is preferred, but not required.

• Strong attention to detail, organizational and follow through skills, along with excellent customer service, good problem-solving skills and the ability to prioritize tasks is pertinent in this role.

• Strong computer skills are also needed; should be comfortable with Microsoft Office Suite, Outlook, and learning to navigate hospital information systems.

Physical Environment:

• Satisfactory physical environment with occasional distraction from machine or related noise, or exposure to unpleasant elements such as chemical fumes, dust, or temperature variations.

• Working in a variety of patient care environments where there may be exposure to communicable diseases and hazardous materials such as chemotherapeutic agents, and blood and body fluids.

Physical Standards of Job Description:

• Constantly - 75% or more of the worker's time is spent in the activity

• Frequently - 25% to 75% or more of the worker's time is spent in this activity

• Occasionally - 5% to 25% or more of the worker's time is spent in this activity

• Rarely - under 5% or more of the worker's time is spent in the activity

• N/A - not applicable

Qualifications

Title : CUSTOMER SERVICE REPRESENTATIVE

HR ID# : 01-7010-000455

Department : Radiology Department

Reports to : Radiology Operations Manager

Date Description Last Revised/Approved : December 2019

Job Summary:

Responsible for representing the radiology department to patients, patients' family members, physician offices, health care centers, medical organizations and various other clients. This service involves providing in-person and telephone communications to all radiology patients in the Women's Imaging Department and to other departments of Newton-Wellesley Hospital. Responsible for checking each patient in, printing requisitions, escorting patients to the room to change their clothes, and providing proper instructions for the changing of clothes based on exam type.

RECEPTION CHECK-IN DESK:

Greets customers and provides a welcoming presence for all patients including Women's Imaging, Bone Density, Ultrasound, and Breast Center patients. Performs a Patient Check-in process to ensure that all patients are taken in turn based upon arrival time. Obtains all required signatures/forms. Responds to a wide variety of questions from those who pass by this very busy desk. Answers telephone, questions and refers patients' calls to the appropriate person. Schedules patients for Mammography, Bone Density and Ultrasound. Escorts and instructs each patient to get changed. Continuously updates patients and family members as to wait times for imaging services. Apologizes for any inconvenience for longer than usual wait times.

Essential Functions: Responsible for obtaining demographic information from radiology patients and inputting that information into the computer system. Completes check-in paperwork for each patient, including patient falls risk assessment and patient mammography call back form. Ascertains which exams each patient will be undergoing and guides each patient accordingly.

Conveys professional yet personal manner in telephone communications; makes outbound telephone calls to remind patients of upcoming radiology exams.

Access the hospital computer systems to determine patient exam status. Generate reports for daily schedules, documents client communications, updates and creates standing orders, monitors fax and printer connectivity, logs supply and requisition order requests, scans requisitions.

Determines when calls need input from a technical supervisor or/and facilitates the resolution of those calls to completion. Refers caller to the appropriate area for further follow up when necessary.

Monitors telecommunications transmissions for radiology reports and takes corrective action to resolve problems within the scope of ability. Identifies unsatisfactory transmissions and contacts clients to determine cause. Retransmits data via computer system, keeping logs of transmission errors.

Plans, organizes, and prioritizes work duties to accomplish daily objectives according to established schedules. Complies with established standards and practices/procedures. Follows strict principles of asepsis, antisepsis, and universal precautions in performing duties. Uses proper techniques and equipment according to established policies and procedures. Assembles supplies and equipment, assures proper function and cleanliness of equipment and work area.

Cares for and maintains supplies, equipment, and work areas. Maintains stock of supplies and equipment and keeps inventory. Performs cleaning and sterilizing duties as required.

Maintains established hospital and department policies and procedures, objectives, quality assurance, safety, environmental and infection control and complies with requirements of accreditation and regulatory agencies. Is familiar with all Downtime Procedures for all appropriate departments.

Attends in-services and meetings as required.

Performs duties on holidays as required by the supervisor.

Organizes and maintains files, logs and other control systems; sorts, distributes and/or files incoming documents and other correspondence.

Demonstrates service excellence and treats every patient in a kind and caring manner.

Handles mail or copies forms as necessary. Enters all changes into the computer system accurately and timely.

Reads all messages and mail in hospital E-mail system.

Reads all procedure books. Is familiar with all emergency procedures.

Communicates current activities with oncoming shift personnel. Handles all patients, peers, physicians, and supervisors in a professional and respectful manner always.

Performs all assigned responsibilities efficiently and in a timely fashion.

Takes telephone messages, uses paging system to contact people, access the radiology and hospital computer systems.

Initiates, types, copies and distributes patient schedules and other material as appropriate.

Functions as patient advocate for all patients in waiting and changing room areas.

Performs other related duties as required.

Qualifications:

Education

• A high school education is preferred, but not required.

Experience

• Candidate preferably has experience in at least one of the following areas: customer service related to healthcare and/or clinical setting, medical assistant and/or radiology experience, or call center environment.

License and Registration

• N/A

Knowdelge and Skill

• An understanding of medical terminology related to radiology/healthcare is preferred, but not required.

• Strong attention to detail, organizational and follow through skills, along with excellent customer service, good problem-solving skills and the ability to prioritize tasks is pertinent in this role.

• Strong computer skills are also needed; should be comfortable with Microsoft Office Suite, Outlook, and learning to navigate hospital information systems.

Physical Environment:

• Satisfactory physical environment with occasional distraction from machine or related noise, or exposure to unpleasant elements such as chemical fumes, dust, or temperature variations.

• Working in a variety of patient care environments where there may be exposure to communicable diseases and hazardous materials such as chemotherapeutic agents, and blood and body fluids.

Physical Standards of Job Description:

• Constantly - 75% or more of the worker's time is spent in the activity

• Frequently - 25% to 75% or more of the worker's time is spent in this activity

• Occasionally - 5% to 25% or more of the worker's time is spent in this activity

• Rarely - under 5% or more of the worker's time is spent in the activity

• N/A - not applicable