Hospital and Physician Services Specialist

I. INTRODUCTION

A. This position is based at Raleigh Radiology Business Support Services, a business office supporting the operations of all Raleigh Radiology free-standing outpatient imaging centers, located at 5220 Greens Dairy Road, Raleigh NC 27616, but may be a remote position as deemed appropriate.

B. The Teleradiology, Hospital, and Physician Services Specialist serves in a primary support role for radiologists and as a functional liaison between hospital staff and medical staff from various facilities. The primary function is to support the radiologists with daily operations including order entry and Clario issues, providing effective communications, and following up with urgent/critical findings.

C. Additional duties include speaking with patients and referrers as the WithinHealth Care Coordinator, assisting with the lung screening program, and managing the radiologist hotline. The Teleradiology, Hospital, and Physician Services Specialist plays a consistent, key role in problem-solving as issues arise.

D. This position is part of a decentralized hospital management department.

E. This position reports to the Director of Hospital & Teleradiology Operations.

F. Work Hours are Monday-Friday: 9:30 am-6:00 pm.

1) MAJOR DUTIES AND RESPONSIBILITIES

General Duties 25%

a) Maintains standards of professional care and maintains patient confidentiality.

b) Executes duties and tasks within the policies and procedures of Raleigh Radiology.

c) Performs job responsibilities in a safe, efficient, and professional manner.

d) Reports and records pertinent information in the Radiology Information System.

e) Assists patients, referral coordinators, referring physicians, and coworkers.

f) Participates in economical utilization of supplies.

g) Maintains a clean, neat, professional workspace, focusing on the protection of confidential information. Personal items are kept at a minimum and out of view of non-employees.

h) Assures that equipment is always maintained and available for use.

i) Assists coworkers and physicians to ensure timely and accurate delivery of care.

j) Establishes and maintains open communication.

k) Assists with / or institutes emergency measures for sudden adverse occurrences when necessary.

l) Maintains a clean, safe, and well-maintained supplied environment for patients and staff.

m) On a regular, sustained basis, cooperates with other staff members both inside and outside the department in accomplishment of own job duties as well as assisting others in accomplishing theirs; serves as a team player and role model for other employees in the organization, always exhibiting traits of courtesy, caring, helpfulness, and respect; conducts oneself in a service-oriented manner that is attentive, pleasant, cooperative, sensitive, respectful and kind when dealing with team members, visitors, public and all employees.

n) Performs other duties and accepts responsibility, as assigned.

o) Is properly trained and can demonstrate competent use of Radiology Information System (RIS), telephone system, scanners/printers, and other equipment related to specific jobs.

2) Job Specific Duties 65%

a) Answers telephone calls by 3rds ring to accomplish requests from referring physicians’ staff and referring physicians.

b) Follows protocols for the position while providing service in a professional, efficient manner.

c) Ensures that calls are properly routed and handled in the highest professional way, using practice or hospital information systems to research calls that can be handled immediately.

d) Ensures that all received images for interpretation are appropriately ordered and documented.

e) Using the appropriate tools and applications, document all information related to hospital imaging, and other imaging as directed.

f) Enters demographic information into the RIS as needed.

g) Accurately records information in the patient record, including ensuring requests and images have appropriate and accurate information.

h) Answers questions within the scope of knowledge. Directs questions to appropriate personnel if unable to answer questions.

i) Maintains productivity level at established standards.

j) Performs assignments with accuracy and professionalism.

k) Represents Raleigh Radiology to the community in a manner consistent with company's mission, vision, and values.

l) Monitors Clario, RIS, and hospital systems to monitor for issues and to notify radiologists if stat exams need interpretation.

m) Ensures familiarity with the radiology workflow from beginning to end and can assist with communication of bottlenecks.

n) Fields emails and phone calls for incoming requests, needs, or issues from physicians and coming in from radiologist hotlines.

o) Acquires/obtains necessary outside images when requested.

p) Calls reports to physicians as needed and documents the calls appropriately and according to policy.

q) Works closely with radiology staff, scheduling staff and other hospital staff.

r) Identifies IT issues and applies understanding of the system to resolve them.

s) Serves as a liaison for radiologists and IT to assist with resolving issues for radiologists, including calling IT, and putting in tickets to get problems resolved quickly; usually is the point of contact to help resolve issues.

t) Monitors WithinHealth portal and fields calls from patients and referrers regarding notifications.

u) Continues to develop job responsibilities as needs change.

v) Performs various duties as they arise.

3) Safety/Infection Control 5%

a) Adheres to safety/infection control policies and procedures.

b) Reports unsafe equipment and assures follow-up.

c) Assures that all equipment necessary for completion of job responsibilities is readily available and in working order.

d) Reports incidents and unusual occurrences according to department policies.

4) Other Duties 5%

a) Maintains the strictest confidentiality of all facility and facility-related employee/patient information.

b) Performs other duties as assigned.

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100%

III. EDUCATION, EXPERIENCE, CERTIFICATION, LICENSURE

A. Education: MINIMUM: High School Graduate or equivalent.

B. Experience: Minimum one year experience in medical setting. Preference given to applicants with previous experience in Radiology practice.

C. Licensure: None

IV. DESIRED SKILLS

Ability to work independently, make sound decisions based on patient condition, and ability to follow directions. Flexibility, dependability, and professionalism are required.

V. WORKING CONDITIONS / PHYSICAL REQUIREMENTS

Must be able to read without strain printed material the size of typewriter characters, glasses permitted, and the ability to hear the conversational voice, with or without a hearing aid, or the ability to compensate satisfactorily. Frequent, prolonged periods of sitting. 100% of the work is done by computer. Ability to type at 60+ wpm. Wear a headset to connect to the telephone.

VI. NATURE OF SUPERVISION

A. Supervised by the Director of Hospital & Teleradiology Operations

B. Supervises: None

C. Instruction / Assistance / Review of Work:

Standard Operating Procedures are documented for the performance of all aspects of this position. Orientation/training is provided at hire and ongoing as processes change, new procedures are added, and performance review dictates. Supervision is directly provided by the Director of Hospital Operations or Executive Director of Practice Operations.