Patient Service Rep - Imaging

Baystate Health; United States; On-site; USD 25,000 - 33,000; Part time

Job summary

Baystate Health seeks a per diem administrative support assistant in Springfield to handle reception, phone management, image release facilitation, and reporting of imaging results. You will validate orders, assist with daily rosters, and ensure HIPAA compliance across the hospital information system.

Responsibilities include greeting patients, directing them to services, maintaining waiting areas, and performing general clerical tasks while supporting multiple departments.

Qualifications

• High school graduation or equivalent.
• Excellent communication and customer service skills.
• Ability to handle confidential information per HIPAA guidelines.

Responsibilities

• Greet patients and manage patient demographics.
• Answer phones and route inquiries.
• Verify patient identity and monitor wait times.
• Maintain confidentiality and HIPAA compliance in all communications and records.
• Operate office equipment and process mail/faxes.
• Prepare exam materials and daily rosters per department criteria.
• Support roster preparation and communications.

Skills

Medical terminology

Keyboard

Microsoft Office

Scheduling systems

Medical records

Billing

Basic math

Language skills

Reading and writing

Customer service

Education

High school diploma

Tools

Microsoft Word

Microsoft Excel

Job description

Schedule: per diem; flexible shifts Location: 759 Chestnut St, Springfield Summary: 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 inquiries 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

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

About Baystate Health

Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in health care. Learn more at BaystateHealth.Org

The ever-growing health system includes six Massachusetts hospitals: Baystate Medical Center in Springfield Baystate Children’s Hospital (located at Baystate Medical Center) Baystate Franklin Medical Center in Greenfield Baystate Wing Hospital in Palmer Baystate Noble Hospital in Westfield Baystate Mercy Hospital in Springfield