Job description
Admin Img Spec II
- (3243097)At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we
Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
Wentworth-Douglass Hospital remains among the nation’s top hospitals for patient experience as a recipient of the Healthgrades 2021 Outstanding Patient Experience Award for the eighth consecutive year. Wentworth-Douglass Hospital is renowned as one of the largest acute care hospitals in the Seacoast region of New Hampshire and Southern Maine. At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth.
1. Demonstrates competence in the performance of duties and responsibilities related to administrative/office support for Imaging Services, patients and Physicians to ensure smooth daily operations.
a. Greets and assist all who enter the department with enthusiasm, answers telephone per hospital customer service standard, takes messages and relays information to appropriate personnel.
b. Files, faxes, collates and photocopies materials required, types correspondence, memo's, minutes and related documents as needed. Maintains competencies relating to the replacement of cartridges, drums, and toners to ensure continuing function of office equipment; provides routine preventative maintenance.
c. Assist with maintaining appropriate supply par levels, which includes ordering/receiving supplies, follows policy and procedure.
d. Maintains and updates office reference material (i.e. policies and procedures, minutes, journals, reports, and logs.) as needed.
e. Assist with orientation of new team members and volunteers in department, provides supervision of volunteers as needed.
f. Notifies Imaging Services modalities upon patient arrival, works closely with Technologist/Sonographers to monitor patient flow and communicate potential delays with patients. Pro-actively communicates updates to patients with regard to wait times.
g. Utilizes hospital intranet to access and print department forms. Respectfully instructs patients, parent and/or guardians regarding the necessary screeners and appropriate consents to fill out and sign prior to procedure
h. Complies daily scheduled patient’s physician orders, QC's per front desk procedures. Provides timely updates/follow up to Supervisor with regard to physician order discrepancies.
2. Demonstrates competence in the performance of duties and responsibilities related to professional performance expectations.
. Displays professional etiquette utilizing "We Care" skills and Press Ganey scripting toward coworkers, patients and other healthcare providers.
a. Exhibits flexibility in daily assignments and performance expectation, is adaptive to change.
b. Demonstrates ability to effectively manage time, is focused, well organized, prioritizes and completes assignments/tasks by established timeframe.
c. Actively fosters communication with Supervisor regarding daily issues, discrepancies and concerns. Fosters team initiatives.
d. Maintains competencies pertinent to current information systems used in the department. (i.e. Outlook,, Syngo, Powerpoint, Excel, Microsoft Word, Soarian Financials-Scheduling, Soarian Financials-Clinical, EDM, PACS, Med Access, Clearquote)
3. Demonstrates competence with obtaining all information to complete the Registration, Pre-registration and Scheduling process accurately and efficiently for all out-patient appointments for Imaging Services and walk in x-ray.
. Properly search for patients to avoid creating duplicate medical records. Accurately update patient demographics and financial information, include insurance information, thru EPIC to assist with the billing process.
a. Works in conjunction with Patients, Physicians practices and Financial Clearance to accurately schedule Imaging appointments.
b. Offers Patient Rights information, Advanced Directives and other applicable handouts. Understands and can explain Patient Registration Consent form to population served.
c. Understands and stays current with knowledge of insurance contracts and payer policies related to financial clearance and authorization.
d. Follows established protocols when scheduling Imaging appointments. Verifies medical necessity utilizing the current available applications on required services; documents discrepancies and provides follow-up to ensure reasonable turnaround time for scheduling appointment. Seeks Manager to assist when needed.
e. Completes insurance verification for scheduling and patient check-in by utilizing the current electronic verification system, online applications, or telephone to include the Medicare Questionnaire (MSPQ) and informs the patient of any discrepancies.
f. Participates in ongoing educational activities related to Financial Clearance.
4. Understands the Patient Financial Responsibility agreement and corresponding policy to both internal and external customers.
. Leads financial counseling conversations and offers education to patients about insurance, coverage of benefits via Clear-quote, authorization and out of pocket responsibilities. Appropriately document conversations in system. Completes follow up conversations and action items as needed.
a. Properly utilizes the Patient Financial Responsibility Agreement. Respectfully completes discussions with the patient or representative and documents the form accordingly. Informs check-in of expected patient decision for service, offers support and assist with ABN questions.
b. Maintains knowledge of and ability to assist with support services that are available to patients, including but not limited to: payment plans, financial assistance and financial planning. Understands and can clearly explain the Financial Assistance Policy and the eligibility criteria.
c. Trouble shoots patient financial responsibility concerns. Reviews occurrences with leadership and documents appropriately. Responds to patient inquiries in a timely manner.
d. Assist with maintenance of the Patient Financial Responsibility Agreement and related policy, and all pertinent forms and education materials.
5. Demonstrates competence in Technology Management to include Electronic Imaging & Film/Record Management-uses office equipment and various computer systems/applications to facilitate daily Imaging operations.
. Processes patient data via Radiant/EPIC, PACS in an accurate and complete manner. Retrieves and expedites electronic imaging records, or reports. Assist with imaging records, per department QC standards, for Radiologists to interpret. Strictly adheres to HIPAA guidelines and policy.
a. Carefully maintains an accurate list of physicians requesting reports. Assist with promptly sends patients reports to physicians’ offices to ensure results received within 24 hours.
b. Maintains a tracking system for all incoming films / CD's from outside facilities. Prepares comparison CD's / film for radiologists and ensures availability during dictation.
c. Follows established QC guidelines pertaining to release of CD's / electronic imaging. Prioritizes CD requests as needed.
d. Assists with CD requests from patients, physicians via telephone or in person; Coordinates CD pick up with Medical records.
e. Work closely with Imaging Schedulers to retrieve necessary outside imaging from other facilities to use for comparison. Assist with addendum request to be completed by the Radiologist when applicable.
f. Research daily schedule to ensure accounts are merged in PACS with 100% accuracy.
g. Trouble shoot PACS cube errors. Work closely with IS and DatCard to resolve errors. Seek Manager when applicable.
h. Work closely with Tumor Registry and SCC to retrieve necessary imaging for tumor, SRS and chest conference. Assist with conference set up when applicable
i. Promotes the use of Nuance Powershare.
Experience Minimum Required
- Minimum of three years of diagnostic procedure or related complex scheduling and insurance authorization process.
- Experience with computerized scheduling programs.
Experience Preferred/Desired
- Secretarial experience in a healthcare insurance field, preferably in a hospital setting.
- Experience with Medical Terminology, Anatomy and Physiology.
- Knowledge of Soarian financials, ClearQuote and/or Medaccess
Education Minimum Required
- High School diploma with secretarial courses, computer skills
Education Preferred/Desired
- AS Business or related field
Special Skills Minimum Required
- Must be proficient with computer programs such as Microsoft Office.
- Ability to multi-task in a fast paced environment.
- Presenting a calm, professional manner.
- Requires the knowledge and ability to utilize various computer and on-line applications.
- Offer exemplary internal and external customer relations.
- Strong relationship building skills.
- The knowledge of medical terminology, insurance verification and authorization process as it relates to 1 Revenue Cycle.
- Good communication skills both written and verbal.
Wentworth-Douglass Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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