Lead Imaging Clerk, Jewish Hospital, 7a-3p - UofL Health

JOB SUMMARY

The Lead Medical Receptionist/Records Clerk is an individual who manages the work in the call center which consists of assisting the staff and physician by greeting our customers via telephone, scheduling patients for appropriate appointments and forwarding calls accordingly. This position functions as a member of the healthcare team with responsibilities that commensurate with educational preparation and demonstrated competencies.  Direct patient interaction is provided via telephone to patients of all ages.

JOB RESPONSIBILITIES

• Provides on-the-job training to all Medical Receptionist/Records Clerk staff for call center activities.
• Assigns work and reviews completed work within the group for quality.
• Attempts to resolve conflicts that arise as a result of workflow or procedures.
• May recommend to the supervisor that an employee would benefit from a work improvement plan only as it relates to work procedures or processes.
• May provide input of a factual nature regarding employee job performance.
• May prepare recommendations for procedural and policy changes within the group.
• Assures lunches and breaks are covered and taken in a timely manner.
• Member of the 310 Leadership Team.

• Welcomes patients and visitors by greeting warmly and answering or referring inquiries.

• Utilizes Centricity Business Practice Management System, registers patients according to standard procedures
• Ensures availability of treatment information by filing and retrieving patient records
• Responds to our customer’s needs in a way that demonstrates the care, courtesy and respect they deserve.  Provides our customers with prompt service.
• Listens attentively to our customers in order to fully understand their needs. 
• Our messages to customers and team members should be delivered with courtesy, clarity and care.  We communicate pertinent clinical/work status information to employer and other team members as assigned. 
• Interacts effectively and in a supportive manner with persons of all backgrounds
• Respects and maintains privacy and dignity of patients; assures patient confidentiality at all times.

• Provides efficient and professional telephone services
• Schedules appointments for patients
• Scans and files administrative and medical information in patient’s medical record
• Makes appointment reminder calls to patients with upcoming appointments
• Maintains forms and office supplies required for call center activities

• Participates in staff and educational meetings.
• Maintains operations by following policies and procedures; reporting needed changes.
• Contributes to team effort to assure excellent patient care and service
• Performs other duties as assigned

MINIMUM EDUCATION & EXPERIENCE

• High School Diploma or Equivalent required.
• Minimum one year in a lead role or management position.
• Call Center receptionist experience preferred.
• Medical Office experience preferred.

KNOWLEDGE, SKILLS, & ABILITIES

• Initiative, communicator, problem solver
• Proactive - anticipates and plans for problems before they arise
• Service Excellence – responsive, informs constituents of process, pleasant to work with, educates and provides timely, accurate information
• Organized – manages time effectively, keeps tasks appropriately prioritized
• Flexible – ability to change directions as needed for the good of the department or organization
• Critical Thinking – ability to think through issues and identify appropriate options
• Work Ethics – motivated, diligent, industrious and persistent in the workplace, stays on tasks to completion, works at a fast pace to ensure optimal efficiency
• Interpersonal – can build effective, strong working relationships with employees, colleagues, management and vendors through trust, communication, and credibility
• Team – ability to work with others, serve others, help others, lead others, mentor others, take directions from others in the interest of moving process and programs forward to the desired outcome.
• Emotional Intelligence – ability to not take issues personal, see the big picture in emotionally charged situations and respond in a mature, professional, composed manner
• Self-Awareness – ability to reflect, understand limitations, and seek appropriate assistance and guidance
• Judgment – exercises discretion and due diligence when making decisions and recommendations
• Quality – is able to perform work in a neat, efficient, well-coordinated, well communicated manner with a high degree of accuracy and professionalism 
• Presentation – can speak in front of people to deliver necessary material or messaging 
• Ability to influence professionals of senior management level. 

WORKING CONDITIONS

Working conditions are normal for a health care environment.