Imaging Services Coordinator Job at Dana-Farber Cancer Institute (Chestnut Hill)

Job Description

Under the direction of the Manager and Supervisor of Imaging Support Services, this mission critical position is responsible for departmental administrative tasks, such as patient reception duties, organizing necessary materials for the patient’s imaging procedure, review of complex patient appointment sets, ordering lab work and additional tests associated with imaging procedures. The Imaging Services Coordinator (ISC) works in a busy environment with a high patient volume, managing complex tasks while balancing multiple real-time priorities, and, when appropriate, acting as the escalation point for issues presenting at main reception. The ISC is an ambassador of the DFCI patient experience while efficiently managing the patient check-in process; uploading outside imaging into PACS, being responsible for offering exemplary customer service and resolving and triaging issues presented during both face-to-face and telephone interactions.

Job Responsibility

Verifies complex appointment sets across modalities for oncology patients in accordance with scheduling guidelines
Acquires, enters, and links lab orders from Ordering Providers
Assembles screening forms and worksheets for each imaging modality
Works with Access Management to ensure pre-authorizations have been obtained
Facilitates patient and staff flow for patients needing lab work
Maintains confidentiality of Protected Health Information (PHI)
Performs past-pending reconciliations
Provides superior customer service to all patients, family members, physicians and staff in accordance with the DFCI Customer Service Standards
Performs front desk check-in functions verifies patient identification
prints patient wristbands
assigns Real-Time Locating System (RTLS) badges
and asks patients screening questions
Prints and reviews appointment schedules for patients
Notifies nursing and lab staff of issues as needed
Answers telephone and provide general imaging specific information to callers within the scope of knowledge and authority
Reviews missing labs reports and works with staff from other departments to resolve missing labs
Identifies inconsistencies with, or outstanding questions regarding lab panel orders
Works directly with Providers to reconcile the order to prevent a delay for the patient
Transports wheelchair patients or arranges for patient Escorts and/or wheelchairs
Delivers outstanding customer service to internal and external customers
Timely and accurately responds to the needs of internal and external customers
Ability to deescalate patient grievances, maintain customer service standards, and involve department leadership as necessary
Demonstrates ability to effectively communicate across leadership levels and with varying audiences
Synthesizes and communicates complex information in patient friendly terms
Works effectively as a member of the team and across functional teams
Fosters a sense of shared responsibility among the team
Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills
Compliance with DFCI policies and procedures
Understanding their role and responsibility in obtaining successful Joint Commission accreditation
HIPPA regulation compliance
Completion of assigned AEU and Health Stream competencies
Actively participates and provides constructive feedback on quality improvement projects
Maintains a level of competency in all operational systems such as: Epic, RTLS, Outlook, and Sunquest
Actively engaged in system upgrades and effected operational changes
Manages supply of RTLS badges including assembling, maintaining, collecting, distributing, cleaning, and troubleshooting problem badges
Actively participates in system(s) downtime and confidently moves seamlessly between normal operations and downtime procedures
Creates orders and imports outside images from digital media into Enterprise Picture Archiving and Communication System PACS
Understands and uses PACS, applicable image upload software, and computer equipment to import images from digital media to PACS
Exports images to CD or via electronic transfer
Troubleshoots images and collaborates with the Image Library, when necessary, to resolve and successfully import images into PACS
Manages and reconciles all patient CDs from intake to upload completion
Works collaboratively with team members to ensure efficient completion of daily work queue
Mails requested CDs back to patient or discarding of CDs per departmental guidelines
Maintains a level of competency in all operational systems such as: QuickBase, Visage, LifeImage, PowerShare, and ETIAM

Requirements

Excellent verbal and written communication skills
Excellent customer service skills and ability to perform under pressure
Ability to multi-task and function as an integral member of the team
Strong organizational, problem solving and critical thinking skills
Ability to adapt to ever-changing environment and able to toggle between multiple systems during the day
Demonstrated flexibility and ability to take on additional responsibilities as situations require
High school diploma required. Bachelor’s degree preferred
No experience required. Prior customer service experience preferred

Nice to have

Bachelor’s degree
Prior customer service experience

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Imaging Services Coordinator

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