Title: CUSTOMER SERVICE REPRESENTATIVE
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HR ID#: 01-7010-000455 |
Department: Radiology Department
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Reports to: Radiology Operations Manager
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Date Description Last Revised/Approved: December 2019 |
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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
* A high school education is preferred, but not required.
Experience
* Candidate preferably has experience in at least one of the following areas: customer service related to healthcare and/or clinical setting, medical assistant and/or radiology experience, or call center environment.
License and Registration
* N/A
Knowdelge and Skills
* An understanding of medical terminology related to radiology/healthcare is preferred, but not required.
* Strong attention to detail, organizational and follow through skills, along with excellent customer service, good problem-solving skills and the ability to prioritize tasks is pertinent in this role.
* Strong computer skills are also needed; should be comfortable with Microsoft Office Suite, Outlook, and learning to navigate hospital information systems.
Physical Environment:
* Satisfactory physical environment with occasional distraction from machine or related noise, or exposure to unpleasant elements such as chemical fumes, dust, or temperature variations.
* Working in a variety of patient care environments where there may be exposure to communicable diseases and hazardous materials such as chemotherapeutic agents, and blood and body fluids.
Physical Standards of Job Description:
* Constantly - 75% or more of the worker's time is spent in the activity
* Frequently - 25% to 75% or more of the worker's time is spent in this activity
* Occasionally - 5% to 25% or more of the worker's time is spent in this activity
* Rarely - under 5% or more of the worker's time is spent in the activity
* N/A - not applicable
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
* A high school education is preferred, but not required.
Experience
* Candidate preferably has experience in at least one of the following areas: customer service related to healthcare and/or clinical setting, medical assistant and/or radiology experience, or call center environment.
License and Registration
* N/A
Knowdelge and Skills
* An understanding of medical terminology related to radiology/healthcare is preferred, but not required.
* Strong attention to detail, organizational and follow through skills, along with excellent customer service, good problem-solving skills and the ability to prioritize tasks is pertinent in this role.
* Strong computer skills are also needed; should be comfortable with Microsoft Office Suite, Outlook, and learning to navigate hospital information systems.
Physical Environment:
* Satisfactory physical environment with occasional distraction from machine or related noise, or exposure to unpleasant elements such as chemical fumes, dust, or temperature variations.
* Working in a variety of patient care environments where there may be exposure to communicable diseases and hazardous materials such as chemotherapeutic agents, and blood and body fluids.
Physical Standards of Job Description:
* Constantly - 75% or more of the worker's time is spent in the activity
* Frequently - 25% to 75% or more of the worker's time is spent in this activity
* Occasionally - 5% to 25% or more of the worker's time is spent in this activity
* Rarely - under 5% or more of the worker's time is spent in the activity
* N/A - not applicable
EEO Statement