Job Type: Regular

Time Type: Full time

Work Shift: Day (United States of America)

FLSA Status: Non-Exempt

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Contributes to the Hospital’s mission by providing clerical support to the radiology department, keeping the patient care team informed by maintaining accurate and timely electronic medical records and greeting and helping patients and their family members and performing administrative duties to assist the department. This administrative support position will have an impact on patient care and patient and family member satisfaction by fielding requests and information to the patient care team and family members, providing the administrative support to ensure expedient patient throughput and acting as a central resource of the patient medical record.

Job Description:

QUALIFICATIONS

Education:

Required:  High School Diploma or equivalent

Experience:

Preferred:   At least one year experience in an administrative support role in a patient care setting.

Other Skills/Knowledge

Required:

• Basic computer knowledge
• For safety and quality reasons, must be able to read, write and communicate effectively in English with patients, visitors and fellow members of the hospital team.
• Excellent customer service and communication skills.
• Keyboard skills

Preferred:

• Knowledgeable in general medical terminology

LICENSES, REGISTRATIONS, CERTIFICATIONS:  N/A

LIFE SUPPORT CERTIFICATION REQUIRED:  N/A

POPULATION SPECIFIC REQUIREMENTS:  N/A

OTHER JOB REQUIREMENTS:

On-call Requirement:  N/A

Schedule Requirements:  Holiday rotation requirement.

Travel Requirements:  May be deployed to other units to meet business and patient needs.

REPORTING RELATIONSHIPS:

• Reports directly to Support Services Supervisor and/or Lead Radiology Associate
• Not responsible for supervising the work of others.

JOB FUNCTIONS

Consistent with the WE CARE principles and inherent in a hospital environment, employees must be flexible in meeting patients’ and the Hospital’s needs. While the list below describes the primary functions of this job, all employees at Winchester Hospital need to recognize that an essential element of their job is the ability to respond to unanticipated and/or changing situations.  This may result in assuming responsibilities or tasks which are not on this list.

As part of the Winchester Hospital Imaging Services, this position performs the following functions, often simultaneously.

• Provides administrative support for the department and staff so that the clinical team and radiologists can concentrate on providing superior care.
• Provides non-clinical assistance to the staff to improve patient satisfaction, increase patient flow and improve the overall operations of the department.
• Greets patients and visitors timely, in a manner that is respectful and empathetic.  Answer questions, directs the individual or question, as appropriate to ensure efficient department flow and patient/family satisfaction.
• Answers the telephones; answering questions, directing calls to other team member and/or taking messages and expediently passing on information.
• Processes orders utilizing the electronic medical record and manual orders.  Questions unclear orders and seeks clarification from the clinical staff and/or medical staff.
• Copies and faxes paperwork as necessary to expedite the patient care process.
• Answers common, non-clinical/complex questions and escalates questions as appropriate.  Provides general information regarding the Hospital. 
• Directs individuals to their desired location, which may involve looking up information such as patient appointments and reviewing the computer system to assess the appropriate location.  Provides verbal as well as written directions throughout the facility (ies).
• Confirms patients scheduled appointments as needed; providing patient exam preparation instructions and verify clinical scheduling questionnaire accuracy.
• Disseminates information to waiting patients and family members/friends as directed by clinical staff and/or as allowed by department procedures.
• Makes rounds throughout the waiting area, providing non-clinical comfort measures to patients and their family members, such as blankets, beverages, ice, etc. 
  • Seeks direction from clinical staff when appropriate. 
  • Answers patient, family members and other visitors’ questions about wait times and delays and the reason for delays without jeopardizing confidentiality.  
  • Is empathetic to patients and the families, being sensitive to their emotional, cultural and spiritual needs.
  • When appropriate takes service recovery measures to both patients and their family members.  Informs the nurse/providers of potential service recovery issues.
• Provides wheelchair assistance for patients as requested.
• Coordinates patient transportation requirements as needed.  Provides assistance with the telephone as necessary.
• Schedule urgent/stat exams appointments directly with the ordering provider.
• Monitor software for Stat results; processing Stat results appropriately, verifying and documenting receipt of Stat results.
• Monitor potential exams ordered for modalities with Call in Process, when technical are not assigned.  Manage order requests, following specific guidelines.
• Export imaging studies to a CD; for patient pick up, Inpatient/ED patient transfers and medical staff.
• Upload CD imaging studies from external facilities into PACS; for comparison or review by the clinical staff and/or the radiologists.
• Communicates to appropriate department/individuals when patient/visitor has arrived.
• Provides telephone coverage, receiving and transferring calls as appropriate.
• Enters patient demographic and other pertinent information into the system as directed and/or performs other basic data entry functions.
• At the request of the Supervisor, may call-in staff during staffing shortages.

DEPARTMENT SPECIFIC JOB FUNCTIONS 

• Non-Hospital Sites:  Performs registration duties.
• Non-Hospital Sites:  Responsible to order radioactive pharmaceutical products for scheduled PET CT exams.

PHYSICAL AND MENTAL REQUIREMENTS/CONDITIONS

• The employee needs to have the physical and mental abilities to perform the duties of the position listed above using the WE CARE behaviors. 

As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled