Patient Service Rep – Imaging

Baystate Health; Springfield (MA); Hybrid; USD 25,000 - 33,000; Full time

Job summary

Baystate Health in Massachusetts is seeking a hands-on Administrative Clerk to support patient-centered care. You will greet patients, verify demographics, manage phone calls, and assist with image releases and daily roster preparation.

You will also ensure HIPAA compliance, maintain confidentiality, and coordinate with providers and staff to deliver timely information. Experience with medical terminology and basic computer skills is preferred. This role is on site within our health system.

Qualifications

• Experience or education equivalent to HS graduation.
• Preferred 6 months of related work experience.
• Proficiency in medical terminology and basic computer skills.

Responsibilities

• Greets patients promptly in a warm, friendly manner and maintains confidentiality.
• Develops and maintains relationships with coworkers and providers while complying with HIPAA.
• Identifies patients using two identifiers and verifies demographics.
• Maintains confidentiality of patient records and operates hospital information systems.
• Answers phones promptly and routes inquiries to appropriate personnel as needed.
• Performs general clerical duties including order entry and reminder calls to patients.
• Manages mail, faxes, rosters and imaging materials according to policy.
• Demonstrates leadership and seeks process improvement opportunities.
• Performs department-specific duties as needed.

Skills

Medical terminology

Keyboard

Microsoft Office

Scheduling systems

Medical records

Billing

Basic math

Communication

Education

Non-Graduate (Required)

Job description

At Baystate Health we respect the privacy of our candidates and recruits. Please note that we will not contact candidates directly to ask for personal information over the phone, such as date of birth, social security number, or any other private financial information. Learn More

In collaboration with multiple departments, performs the administrative tasks necessary to support exceptional patient-centered care, such as reception, managing phone calls, facilitating image release, communicating imaging reports, validating physician orders, and daily roster preparation. Adheres to BHS operating principles, system and department compliance policies, and applicable laws and regulations. May be required to perform other related tasks or duties as requested or assigned.

Job Responsibilities:

• 1)Managing the Patient Experience:
  Greets patients promptly in a warm, friendly manner demonstrating an appropriate amount of interest or concern.
  Smile, make eye contact, and use welcoming language (hello, welcome, how can I help you today). To maintain patient confidentiality use the system to verify the reason for the visit. Gather and/or verify patient demographics. Confirm that we have referrals or pre-authorizations if necessary. Give the patient a provider update (on time or running late, etc.).
  Hospitality:
  Maintain waiting area, check reading materials, play areas, etc. Direct patient and family members to restrooms and other amenities. Check to see if there is any other way you can assist. Employees at this level are developing their skills and understanding of the needs of the patients and their families or caregivers.`
• 2)Communication:
  Develops and maintains working relationships with coworkers, providers, other agencies, and ancillaries. Receives and provides information as necessary while complying with policies and regulations (e.g., HIPAA). Addresses the public in a cheerful customer service-focused manner. Demonstrates awareness of cultural differences and adjusts to accommodate differences. Develop competency in managing difficult conversations.
• 3)Patient Identification:
  Identifies a patient using two identifiers (i.e., name and date of birth). Where required, will place an ID band on the patient following verification of the patient's identity. They will monitor patients' stay in our waiting area to maintain open communication about delays and exam status.
• 4)Confidentiality and Privacy:
  Maintains confidentiality of patient records using extreme care to discuss matters only with appropriate personnel to meet HIPAA Guidelines. Effectively operates hospital information system, ensuring patient and hospital confidentiality per established policies.
• 5)Telephone:
  Answers telephones in a prompt, courteous manner. Attempts to resolve inquires without transferring calls, if necessary, routes phone calls to appropriate personnel or department.
• 6)General Duties:
  Performs general clerical duties, which include order entry, system downtime recovery, preparation of exam-related materials and records, and making reminder calls to patients. Observes any discrepancies within patients' records and either correct them or bring them to the attention of proper personnel. Identifies and communicates all unfinished work, assuring continuity.
• 7)Mail Processing/Faxes/Rosters/Images:
  Demonstrates the ability to operate all office equipment including fax machines and copiers. Opens, sorts, and distributes all incoming mail and faxes daily according to practice guidelines. Prints orders, CDs, and reports while following the appropriate release and or approval in compliance with practice policy and regulations (e.g., HIPAA). Reviews all orders for validity and maintains daily rosters per department criteria.
• 8)Leadership:
  Takes responsibility for learning and following procedures and policies. Seeks and communicates process improvement opportunities and workflow optimization.
• 9)Other Duties-Department Specific:
  Responsibilities may be more specialized than as detailed above in larger practices or may include additional duties in some departments.

Required Work Experience:

• 1)Experience or education equivalent to that generally received by obtaining HS graduation.

Preferred Work Experience:

• 1)6 months.

Skills and Competencies:

• 1)Medical terminology, keyboard, Microsoft office products, schedule systems, medical records (electronic and paper), billing, basic math, language, reading and writing, and customer service.
• 2)If applicable validates interpretation and translation and attends Interpreter in-service meetings as required.

Education:

Non-Graduate (Required)

Compensation

Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.

Minimum – Midpoint – Maximum

$17.98 – $20.68 – $24.12

Equal Employment Opportunity Employer