Services Representative, Radiation Oncology

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This position performs a variety of office duties in support of the physicians and the department in its clinical, academic, and research activities. Provides operational support to ensure the smooth flow of the department through excellent communications and schedule coordination. This position schedules imaging studies as well as special procedures in conjunction with neurology and OR.

Minimum Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• High school diploma or equivalent AND Medical/technical certificate (ie. Medical Assisting, Medical Administration, or Business Administration) AND One (1) year of medical office setting experience;
  
  

OR high school diploma or equivalent AND two (2) years of medical office experience or 18 months of medical office experience directly related to cancer services;

OR Associates Degree in business or healthcare related field.

Preferred Qualifications

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

• Completion of Medical terminology class.
• Bachelor’s degree preferred.
  
  

Experience

• Experience in a medical office setting preferred.
• Experience with imaging exams, OR procedures, and diagnoses.
  
  

CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.

• Checks in and Checks out patients in accordance with Scheduling/Registration guidelines and with the ability to prioritize according to the patient’s needs.
• Collects all signatures on waivers for managed care at the point of check in.
• Obtains and verifies patient guarantor information a minimum of once a year to ensure that the patient record is up-to-date.
• Updates patient demographics and accurately enters into EPIC and Radiation Oncology EMR (ARIA).
• Coordinates schedules for patients undergoing Clinical Trials.
• Accepts scheduling calls from referring physician offices and patients. Interfaces and develops relationships with referring providers and their staff.
• Schedules patients for outpatient diagnostic testing including MRI, CT, PET/CT, ultrasound, etc.
• Coordinates diagnostic tests with other patient appointments in order to reduce patient travel and inconvenience.
• Answers, screens and directs incoming calls to appropriate personnel relaying messages between patients and clinical staff. Pages clinic personnel as appropriate.
• Registers and schedules patients based on the scheduling guidelines and medical appropriateness with the appropriate provider (ie. Breast, Head and Neck, GI, Lung, etc.).
• Schedules emergency/urgent patient referrals at the time of the provider’s request.
• Seeks positive solutions to the challenges of working in a high stress environment through respectful communication and active problem solving along with processing a high volume of patients.
• Notifies department of delays in treatment times, keeping all clinical staff and patients informed of unscheduled down time.
• Coordinates patient appointments with other physician specialists.
• Contacts patients and informs them of their referral information, including date/time, specialist or facility name/address/phone number and any instructions they may need to know prior to the appointment.
• Schedules returning appointments in accordance with physician and/or department guidelines;
• Coordinates returning appointments with other appointments the patient may have.
• Updates EMR by scanning reports, consents, etc. into patient record. Requests patient records from non-WVU Medicine institutions and scan records into ARIA for physician review.
• Schedules special procedures in conjunction with Neurosurgery, OR, and Multi-Disciplinary Clinics (MDC).
• Re-schedules patient appointments at the request of the patient or due to changes in the physician’s schedule. Notifies clinic staff of appointment changes.
• Identifies and communicates need for scheduling modifications and development.
• Assures upon check out all follow up appointments & testing are coordinated with the patient.
• Notifies appropriate personnel of any scheduling change due to patient cancellation in a timely fashion.
• Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representatives as needed.
• Participates in on-going education activities to develop, maintain and enhance professional expertise as monitored by supervision.
• Completes work queues as needed in a timely fashion along with daily tasks according to the scheduling area working in.
• Participates in performance improvement by following established work systems, identifying deviations or deficiencies in standards/systems/processes and communicates problems to manager.
• Complies with Notices of Privacy Practices and the Patient’s Rights and Responsibilities and cooperate with the WVUH Corporate Compliance Program during employment.
• Monitors and maintains patient education materials, to include patient engagement activities such as fundraisers and events.
• Arranges transportation for patients as needed.
  
  

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit for extended periods of time.
• Hearing (aid permitted)-must be able to function without use of lip reading.
• Visual acuity (corrected)- keen for both distant and near objects/individuals (i.e. ability to read small print)
• Frequently required to use a computer keyboard.
  
  

WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Works closely with others.
• Normal office setting with electrical equipment (i.e. telephone, personal computer, copier, fax machines, etc.).
• Must be able to take appropriate action in a stressful environment.
  
  

Skills And Abilities

• Strong EPIC skills, including Cadence, Referrals and Prelude preferred. Creating and maintaining Epic Scheduling Templates.
• Ability to accurately utilize applicable computer software and equipment for access processing and demonstrates ability to follow down-time procedures.
• Knowledge and understanding of medical terminology preferred.
• Knowledge of third party payers and insurance preferred.
• Requires critical thinking skills, analytical skills.
• Ability to work under minimal supervision.
• Requires strong communication, customer services, interpersonal skills and telephone etiquette.
• Ability to react effectively and calmly in emergencies.
• Motivation and drive for continuous development of self.
• Requires ability to perform repetitious duties throughout the work shift.
• Cooperatively interacts with the health care team to support and contribute to the shared group goals
• Ability to maintain patient/customer confidentiality.
• Requires considerable attention to detail, the ability to be organized and to be able to perform multiple tasks simultaneously.
• Ability to access and provide information on demand, at times taking requests from several sources.
• Requires the ability to memorize a considerable amount of information, and to be able to reference information not retained from written sources or from appropriate personnel.
• Must be able to communicate effectively, both in writing and in oral communication.
• Maintains a professional demeanor when dealing with staff, physicians and external contacts/departments in order to present the Department of Radiation Oncology in a positive manner.
• Ability to type at a speed of 40 words per minute preferred.
• Knowledge of Computer Software/Systems including but are not limited to: Microsoft Office Profession Suite (Outlook, Word, Excel, Access) Internet Explorer, EPIC, & ARIA.
  
  

Additional Job Description

Shifts may vary; Day/Evening Only - no Nights, Weekends or Holidays

Scheduled Weekly Hours

40

Exempt/Non-Exempt

Shift:

United States of America (Non-Exempt)

Company

WVUH West Virginia University Hospitals

Cost Center

158 WVUH Cancer Radiation Oncology

Address

1 Medical Center Drive

Morgantown

West Virginia

Equal Opportunity Employer

West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.