Newton-Wellesley Hospital(NWH)
Location
Newton, MA | United States
Job description
Customer Service Representativ Location Newton, MA (Waban area) :
Customer Service Representativ - (3279286)
Title: CUSTOMER SERVICE REPRESENTATIVE
HR ID#: 01-7010-000455 Department: Radiology Department
Reports to: Radiology Operations Manager
Date Description Last Revised/Approved: December 2019
Job Summary:
Responsible for representing the radiology department to patients, patients' family members, physician offices, health care centers, medical organizations and various other clients. This service involves providing in-person and telephone communications to all radiology patients in the Women's Imaging Department and to other departments of Newton-Wellesley Hospital. Responsible for checking each patient in, printing requisitions, escorting patients to the room to change their clothes, and providing proper instructions for the changing of clothes based on exam type.
RECEPTION CHECK-IN DESK:
Greets customers and provides a welcoming presence for all patients including Women's Imaging, Bone Density, Ultrasound, and Breast Center patients. Performs a Patient Check-in process to ensure that all patients are taken in turn based upon arrival time. Obtains all required signatures/forms. Responds to a wide variety of questions from those who pass by this very busy desk. Answers telephone, questions and refers patients' calls to the appropriate person. Schedules patients for Mammography, Bone Density and Ultrasound. Escorts and instructs each patient to get changed. Continuously updates patients and family members as to wait times for imaging services. Apologizes for any inconvenience for longer than usual wait times.
Essential Functions:
Responsible for obtaining demographic information from radiology patients and inputting that information into the computer system. Completes check-in paperwork for each patient, including patient falls risk assessment and patient mammography call back form. Ascertains which exams each patient will be undergoing and guides each patient accordingly.
Conveys professional yet personal manner in telephone communications; makes outbound telephone calls to remind patients of upcoming radiology exams.
Access the hospital computer systems to determine patient exam status. Generate reports for daily schedules, documents client communications, updates and creates standing orders, monitors fax and printer connectivity, logs supply and requisition order requests, scans requisitions.
Determines when calls need input from a technical supervisor or/and facilitates the resolution of those calls to completion. Refers caller to the appropriate area for further follow up when necessary.
Monitors telecommunications transmissions for radiology reports and takes corrective action to resolve problems within the scope of ability. Identifies unsatisfactory transmissions and contacts clients to determine cause. Retransmits data via computer system, keeping logs of transmission errors.
Plans, organizes, and prioritizes work duties to accomplish daily objectives according to established schedules. Complies with established standards and practices/procedures. Follows strict principles of asepsis, antisepsis, and universal precautions in performing duties. Uses proper techniques and equipment according to established policies and procedures. Assembles supplies and equipment, assures proper function and cleanliness of equipment and work area.
Cares for and maintains supplies, equipment, and work areas. Maintains stock of supplies and equipment and keeps inventory. Performs cleaning and sterilizing duties as required.
Maintains established hospital and department policies and procedures, objectives, quality assurance, safety, environmental and infection control and complies with requirements of accreditation and regulatory agencies. Is familiar with all Downtime Procedures for all appropriate departments.
Attends in-services and meetings as required.
Performs duties on holidays as required by the supervisor.
Organizes and maintains files, logs and other control systems; sorts, distributes and/or files incoming documents and other correspondence.
Demonstrates service excellence and treats every patient in a kind and caring manner.
Handles mail or copies forms as necessary. Enters all changes into the computer system accurately and timely.
Reads all messages and mail in hospital E-mail system.
Reads all procedure books. Is familiar with all emergency procedures.
Communicates current activities with oncoming shift personnel. Handles all patients, peers, physicians, and supervisors in a professional and respectful manner always.
Performs all assigned responsibilities efficiently and in a timely fashion.
Takes telephone messages, uses paging system to contact people, access the radiology and hospital computer systems.
Initiates, types, copies and distributes patient schedules and other material as appropriate.
Functions as patient advocate for all patients in waiting and changing room areas.
Performs other related duties as required.
Qualifications:
Education
Experience
License and Registration
Knowdelge and Skills
Physical Environment:
Physical Standards of :
Title : CUSTOMER SERVICE REPRESENTATIVE
HR ID# : 01-7010-000455
Department : Radiology Department
Reports to : Radiology Operations Manager
Date Description Last Revised/Approved : December 2019
Job Summary:
Responsible for representing the radiology department to patients, patients' family members, physician offices, health care centers, medical organizations and various other clients. This service involves providing in-person and telephone communications to all radiology patients in the Women's Imaging Department and to other departments of Newton-Wellesley Hospital. Responsible for checking each patient in, printing requisitions, escorting patients to the room to change their clothes, and providing proper instructions for the changing of clothes based on exam type.
RECEPTION CHECK-IN DESK:
Greets customers and provides a welcoming presence for all patients including Women's Imaging, Bone Density, Ultrasound, and Breast Center patients. Performs a Patient Check-in process to ensure that all patients are taken in turn based upon arrival time. Obtains all required signatures/forms. Responds to a wide variety of questions from those who pass by this very busy desk. Answers telephone, questions and refers patients' calls to the appropriate person. Schedules patients for Mammography, Bone Density and Ultrasound. Escorts and instructs each patient to get changed. Continuously updates patients and family members as to wait times for imaging services. Apologizes for any inconvenience for longer than usual wait times.
Essential Functions:
Qualifications:
Education
Experience
License and Registration
Knowdelge and Skills
Physical Environment:
Physical Standards of :
Basic activity being performed
C
F
O
R
N/A
Comments
Walking
X
Standing
X
Sitting
with back support
X
without back support
X
Reaching
Overhead
X
Forward
X
Lateral
X
Low
X
Stooping
X
Bending at waist
X
Crouching
X
Bending at knees
X
Kneeling
X
Climbing
X
Crawling
X
Twisting
X
Balance
X
Other:
Other:
Pushing Tasks by weight
5 lbs
X
5-15 lbs
X
15-40 lbs
X
40-75 lbs
X
75-100 lbs+
X
Pulling Tasks by weight
5 lbs
X
5-15 lbs
X
15-40 lbs
X
40-75 lbs
X
75-100 lbs+
X
Lifting Tasks by weight
5 lbs
X
5-15 lbs
X
15-40 lbs
X
40-75 lbs
X
75-100 lbs+
X
Sensory Requirements
Yes
No
Comments
Visual Activity
Close paper work
X
VOI used
X
Color vision required
X
Visual monotony
X
Hearing Activity
Conversation
X
Monitoring Equipment
X
Telephone
X
Transcription
X
Background Noise
X
Sensory Discrimination
Hot/Cold
X
Sharp/Dull
X
Primary Location MA-Newton-NWH Main Campus Work Locations NWH Main Campus 2014 Washington Street Newton 02462 Job Customer Service Organization Newton-Wellesley Hospital(NWH) Schedule Full-time Standard Hours 40 Shift Evening Job Posted Shift Description Customer Service Representative Evenings Employee Status Regular Recruiting Department NWH Imaging Services Job Posting Feb 29, 2024Job tags
Salary
