Hospital Relations Associate I - ARA Diagnostic Imaging

ARA Diagnostic Imaging is seeking an experienced Hospital Relations Associate to join our growing team!

Summary:

Performs a wide range of complex administrative and office support activities for the Radiologists while providing excellent customer service to internal and external clients. Monitors turnaround time of exams and workflow productivity while keeping management informed of any issues.

• Collaborates and coordinates on-call procedures with hospital and radiologist.
• Participates, responds, and resolves instant message and email requests in a timely fashion.
• Triages issues and escalates to Tier 2, Lead, Manager on Duty, if solution is not available.
• Demonstrates intermediate knowledge of downtime guidelines, familiar with location and utilization of downtime resources.
• Answers phones and assists caller for the Radiologist.
• Communicates directly as a liaison with external clients, editors, technologists, radiologists and a variety of departments to resolve issues as required while maintaining a constant unified front of coverage.
• Notifies the Radiologist about call reports or other urgent matters.
• Monitors incoming unread studies and dispatches to radiologist for interpretation.
• Assists with locating comparison studies to help Radiologist with interpretations.
• Monitors turnaround time of exams to ensure internal and external exams are being appropriately processed.
• Calls reports to ER, referring physicians, and nurses as directed by the radiologist.
• Facilitates resolution of issues, including quality assurance issues that referring physicians or other external clients may have with imaging studies.
• Hangs and takes down films as necessary.
• Handles a large volume of phone calls and inquiries which require a high level of coordination of resources to be presented in a professional manner to the caller.
• Analyzes, interprets and provides reports to management regarding quality assurance and productivity issues.
• Acts as a liaison between hospital staff and radiologists to coordinate procedures as needed.
• Assists with quick resolution on any ARA related problem.
• Monitors all forms of company communication regularly and responds appropriately.
• Must have reliable transportation available during working hours, to perform required job duties, requests and miscellaneous errands as needed.
• Essential personnel may be directed to deploy to alternate location during planned/unplanned outages.
• Responsible for fulfilling call duty as assigned and providing appropriate assistance.
• Must be available to work weekends and/or holidays as needed.
• Maintains a constant unified front of coverage and serves as liaison between ARA radiologists, referring physicians and clinic & hospital staff.
• Maintains next days or week's procedure schedule for the hospital and keeps Radiologist apprised of procedures being performed for the day.
• Handles a large volume of data inquiries which require a high level of coordination of resources to be presented in a professional manner.
• Assists with client account resolutions pertaining to scheduling, billing and quality assurance issues.
• Maintains a variety of reports including logs, turn-around-time, and productivity as well as outside read volumes and procedure schedules as needed.
• Trains new employees, provides updates to management and provides on-going training for all staff as assigned.
• Performs other related duties incidental to the work described herein.

Education/Experience:

High School Diploma or GED. One to three years’ experience in a medical office environment preferred. Equivalent education or experience may be considered. Must have and maintain a valid driver’s license.

Skills/Knowledge:

• Knowledge of organizational policies, procedures, systems and office management practices
• Knowledge of research methods and procedures sufficient to compile data and prepare reports
• Skill in the operation of office equipment
• Ability to establish and maintain effective working relationships with other employees and the public
• Ability to read, interpret and apply clinic policies and procedures
• Ability to identify problems and recommend solutions
• Ability to establish priorities and coordinate work activities
• Highly motivated with great organizational skills
• Demonstrates appropriate customer service attitudes and services in a variety of work settings
• Proficient in word processing, spreadsheets, Internet and presentation software
• Ability to act independently upon information and make decisions that achieve optimal results
• Results orientation for delivering appropriate products and services in an accurate, complete and timely fashion
• Ability to assess and identify needs and develop creative strategies
• Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently

Working conditions:

May be exposed to negligible electromagnetic radiation. Must have the ability to lift up to 40 lbs.

Success factors:
Successful incumbent possesses high energy, drive and positive attitude; is committed to customer service and teamwork; has the ability to multi-task; and, is focused on achieving results.

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