PRIMARY RESPONSIBILITIES:

Imaging Services Coordinator I:

Reporting to the Imaging Support Services Manager/Supervisor, this position is responsible for the following: 

Check-In/Administrative:

• 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 provides 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

 Patient Experience:

• 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

Communication and Collaboration:

• 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

Emergency Response:

• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills

Regulatory Compliance and Quality Improvement:

• 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

Information Technology:

• 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

Image Library Responsibilities (Chestnut Hill ISC only):

• 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

MINIMUM JOB QUALIFICATIONS:

Imaging Services Coordinator I:

Bachelor’s degree preferred. Prior customer service experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• 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