Clinical Services Facilitator

Yale New Haven Health•New Haven, CT

15h

About The Position

The Diagnostic Radiology Clinical Services Facilitator (CSF) functions primarily as a department liaison to the referring physician office/clinic to facilitate patient scheduling. As appropriate, consults with section supervisors/coordinators, radiologists, technologists, anesthesiologists, nurse professionals, business services staff, and schedulers to coordinate appointments for procedures and related tasks to achieve timely and efficient patient care. The CSF is responsible for accurately aligning activities and making sound decisions related to sequencing of complex radiology procedures with laboratory procedures, clinic appointments, and/or OR procedures in coordination with physician schedules or multiple patient appointments. To that end, they are expected to be competent with various computer based healthcare applications, familiar with requirements of all imaging modalities, including the average length of each scan/procedure as well as patient preps, and have an appropriate understanding of basic anatomy. The personal attributes necessary for this position require exceptional interpersonal/communication skills, attention to detail, documentation and organizational skills, self-motivation, and good independent judgment. The CSF position requires the Individual to maintain a high awareness of Service Excellence representing I am YNHH at all times and in all locations with an extraordinary level of patient sensitivity and compassion. To meet the staffing needs of the department, as necessary, Diagnostic Radiology staff may be assigned at any of the YNHH Diagnostic Radiology locations, regardless of your regularly assigned work location.

Requirements

Associate degree in Business or Healthcare Sciences / Administration with medical terminology, anatomy and physiology courses required or equivalent healthcare experience.
Minimum of three (3) years as a Clinical Services Assistant or equivalent position with direct experience coordinating and facilitating patient appointment scheduling in a healthcare environment.
Individual must have computer experience in such applications as Word, Excel, and PowerPoint etc.
Individual must have previous experience or education related to Third Party Payor requirements, CPT coding, and medical necessity as it pertains to the Imaging section.
Excellent interpersonal skills with the ability to effectively communicate with referring physicians, nursing/scheduling professionals, or directly with patients to assess their needs in order to maximize coordination of care.
Individual must have critical thinking skills and analytical abilities as it relates to assessment of clinical needs, exam urgency, and appointment sequencing using computer skills to assist with decision support, as well as the problem solving skills to make decisions independently within position guidelines and expectations.

Nice To Haves

Ongoing continuing education related to correct coding and understanding of regulatory compliance is encouraged.

Responsibilities

Coordinates and supports all tasks related to patient scheduling.
Responds to clinical questions and concerns around the appointment/procedure to ensure that all exams are scheduled appropriately.
Facilitates smooth and timely workflow in conjunction with the section coordinator/supervisor to ensure resources are filled to capacity.
Ensures all inpatient exam requests are scheduled from the order entry queue in a timely manner as appropriate for the section.
Ensures all procedures are scheduled with optimum customer service.
Greets patients using excellent customer service skills and discretion following YNHH and department guidelines.
Assists manager/coordinator with regulatory readiness and compliance.
Provides information to referring MDs regarding proper exams and CPT codes.
Works with manager/coordinator to ensure all Quality Assurance measures are met.
Monitors the scheduled exams report for exams that have not been completed or cancelled from the previous day.
To enhance the patient experience in Diagnostic radiology all staff will be responsible to achieve patient satisfaction scores set by the department on the Test & Treatment section of our Press Ganey Survey.
Staff will present themselves in a friendly and courteous manor; Staff will identify themselves and their role while encouraging a Patient and Family Center experience.
Staff will fully explain procedure and ask if the patient has any additional questions about the procedure.
Staff will address any comfort issues a patient may have prior to starting procedure.
Staff will thank patient once procedure is completed and ask the patient if they have any additional questions.
Staff must meet the above goals and fiscal year threshold value, which was last fiscal year actual for a 2 rating on review.
Staff must meet the above goals and exceed fiscal year threshold value by +.2 for a 3 rating on review.
Staff must meet the above goals and exceed fiscal year threshold value by +.4 for a 4 rating on review.