The posting
Job Description
Under supervision and guided by the procedures of the Department of Radiology, the Reading Room Assistant is responsible for the daily operation of the Radiologist Reading Room within the Radiology department.
Responsibilities include but are not limited to: • Triage inbound calls to the Radiologists • Place outbound calls on behalf of the Radiologists • Triage Patient study image sharing (inbound and outbound) • Manage email correspondence and documentation • Maintain and update daily On Call lists for Radiologists • Facilitate requests for changes to orders received from the Radiologist back to original ordering provider or the scheduling department. • With limited supervision, this individual will perform ancillary tasks that allow radiologists to focus on their primary clinical functions. These tasks include handling outgoing communications (such as notification of clinicians for critical, urgent, and unexpected findings) and incoming communications (such as walk-in and phone call requests from referring physicians for preliminary findings and verbal consults). • Monitor reading room and radiologist activities to include regulatory and policy compliance and service standards. By preparing and analyzing the critical metrics in the entire imaging process (exam request to final report), the individual will make data-driven suggestions to improve the delivery of care. • Support scheduling team with patient appointment scheduling.
Performs and/or supervises one or more general and specialized clerical and administrative services essential to the operation of all University departments; and performs other related duties as required.
Regularly works on tasks that are varied and complex. Applies full range of specialized skills and job knowledge; frequently adapts procedures, techniques, tools, materials, and/or equipment to meet specialized needs; may serve as lead; performs broad and/or focused assignments under general supervision; originality and ingenuity are often required to help establish procedures in functional area; relies on experience and judgment to plan and accomplish assigned tasks.
Covered under University series concept/job specification for classification 4722. Under general direction, works on operational and/or procedural assignments that require the exercise of considerable discretion and independent judgment. Understands implications of work and makes recommendations for solutions. Determines methods and procedures on new assignments.
Responsibilities
%
of time
Essential Function (Yes/No)
Key Responsibilities
(To be completed by Supervisor)
50%
Yes
Reading Room Assistance and Communication:
- Triage`s phone calls made to the Radiologist Reading Room which includes answering questions, redirecting calls to clinicians, and/or escalating customer issues to the appropriate leader.
- Coordinates doctor to doctor calls by contacting providers on behalf of the Radiologist.
- Incoming calls of internal providers, route to correct reading section, (i.e., Abdominal, MSK, Chest, Neuro, Peds.)
- Obtain relevant information (patient information, reply contact information, question/reason for call) to relay to appropriate Radiologist.
- Incoming calls from technologist for protocol requests, image check, misc. questions
- Incoming external phone calls of patient and provider inquiries.
- Incoming patient phone call inquiries or result questions to applicable service.
- Facilitates order protocolling which includes taking information from the technologists regarding orders that may need to be changed and contacts the correct radiologist to determine if the order needs correction.
- Communicates with the technologists regarding order changes made by the radiologist.
- Supports administrative and healthcare staff to provide order fulfillment. Processes order changes as directed by the Radiologists which may include, but is not limited to, contacting original ordering provider office and/or sending Secure Health Message (SHM) to request a new order.
- Maintain safety programs within the department/division. Help develop, implement, monitor, and manage safety programs, policies, and procedures; including, but not limited to, those related to safety regulations and organizational policies.
- Evaluate procedures, facilities, and equipment to identify unsafe conditions that need improvement. Ensure safety concerns are reported appropriately.
- Maintain clean and clutter-free work environment in all Radiology Reading Rooms
20%
Yes
Support scheduling team with patient appointment scheduling:
- Schedules and registers patients by telephone or in person before the first appointment, meeting established accuracy and performance standards. Completes appropriate practice intake paperwork and follows established practice guidelines to ensure new patients are seen within prescribed timelines. Communicate any problems with the schedule with a supervisor.
- Collects and verifies insurance and referral/authorization information for first appointment ensuring referral records and Hospital Accounts Records (HARS) are created and assigned to the appointment.
- Schedules and coordinates any pre-appointment tests or appointments.
- Acts as the primary contact for referring physicians and new patients.
- Gives directions and instructions to patients before the first appointment. Manages patient expectations by providing practice-specific guidelines related to service/visit. Seeks clinical input when appropriate.
- Creates a professional and positive first impression for patients and referring physicians. Demonstrates good judgment and common sense.
- Schedules established patient appointments using Apex and its related components.
- Coordinates appointments with multiple providers as required.
- Has a keen awareness of the need to provide prompt and convenient appointment access to patients. • Utilizes legacy systems and Apex to retrieve pertinent patient data.
- Follows practice procedure for follow-up of missed appointments.
- Demonstrates an ability to adjust priorities as required for the smooth operation of the practice and notifies the clinical staff.
- Schedules procedures and tests providing appropriate instructions to patients.
- Demonstrates courtesy and overt helpfulness in all interactions. Collaborates with Practice Supervisor and Administrative Director in the resolution of patient complaints.
15%
Yes
Assist in outgoing calls to ordering providers for findings/inquiries.
- Updates departmental On Call lists for Radiology department staff on a daily basis, publishes and communicates out to department.
- Navigate and contact ordering providers/contact to connect Radiologist to relay urgent findings/clarifications on orders.
- Assist Radiologists in all aspects needed to enhance productive workflow.
- Proficiently utilize multiple IT and Radiology-centric computer systems
- Monitor system dashboard for critical result reports and facilitate doctor to doctor communication. Must be able to accurately convey report information to healthcare providers. Accurate documentation of interactions must be kept. Timeliness of task completion is critical.
- Accurately upload outside facility images and reports into Radiology systems with appropriate and accurate order information for interpretation by Radiologist
- Provide customers with to images to film library when requested, pointing to all necessary consents and forms.
- Maintain/manage strong working relationships with clients, colleagues, and other key stakeholders.
- Respond to requests quickly and effectively.
- Identify and understand customer needs and expectations and meets them.
- Communicate any relevant information to clients, colleagues, and other key stakeholders
Customer Services/Relationship Management:
5%
Yes
Manage reading work queue exams
- Assisting with creating orders for overread/secondary reads and pending/unreported orders.
- Manage reading priority on exams in Radiologists worklist to reflect urgent cases.
5%
Yes
Administrative Support for Section Chief and Faculty
- Relays accurate patient imaging report information to appropriate personnel to include PPL, referring physicians, emergency department etc.
- Reporting critical results in an efficient and effective manner to expedite safe patient care and provide written documentation of communication to the Radiologist(s)
- Managing historical images by requesting from offsite storage
- Establish and maintain positive relationship with customers allowing for effective transfer of information.
- Fulfill requests from healthcare providers for patient reports. All PHI and HIPAA policies and procedures must be understood and followed.
5%
Yes
Other Duties as Assigned
- Performs miscellaneous job-related duties as requested.
100%
(To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)
Qualifications
Required Qualifications:
- High School Diploma including four years of related administrative experience; or an equivalent combination of education and experience
- Highly proficient working with MS Word, Excel, Power Point and Adobe Acrobat is required to execute job responsibilities under very tight deadlines. Includes the proven ability to develop spreadsheets, learn and use new software, independently draft correspondence and create PowerPoint presentations
- Demonstrated professional skills including advanced writing, independent problem solving, superior organization and time management skills are used on a regular basis
- Ability to manage multiple projects simultaneously, meet competing deadlines, be resourceful and work independently with minimal supervision, but also participate effectively as part of a collaborative team
- Demonstrated ability to effectively work with individuals at all levels; ability to demonstrate a high degree of confidentiality and discretion, and demonstrate flexibility with the ability to work with diverse personalities
- Ability to follow through and complete verbal and written protocols and or directions
- Ability to become proficient in several online systems; i.e., Qgenda, Amion, E*Value, Apex
- Demonstrated proven experience in providing high level executive support requiring confidentiality, discretion and good judgment
- Ability to work a flexible schedule, including weekday, weekends and evenings, depending on business needs
Preferred Qualifications:
- BA or BS Degree in related field
- Familiarity with agency and UCSF policies regarding purchasing and reporting, restricted costs and general spending & carry-forward guidelines.
- Prior experience organizing meetings, including travel arrangements, logistics and expense reimbursement
