Customer Service Associate, Bethlehem, Full-Time, Days

St. Luke's University Health Network•Bethlehem, PA

About The Position

The Customer Service Associate assists Technologists, Radiologists, and other physicians in caring for patients. The role coordinates patient record activities, supports patient care and customer service, communicates with departments about patient care delays, calls verbal reports to ordering physicians, retrieves blood work, and serves as a support liaison for the Radiology Department. The position also performs registration workflows for patient visits and appointments and schedules mobile lab appointments. The work schedule is Monday through Friday, 8:00 AM to 4:30 PM. The role requires Excel skills to create tables, organize data, and generate basic graphs for data analysis and reporting.

Requirements

High school graduate or equivalent.
Experience with office procedures such as faxing.
Excellent telephone skills.
Computer experience, including Excel skills to create tables, organize data, and generate basic graphs for data analysis and reporting.
Ability to handle multiple tasks simultaneously.
Medical terminology knowledge.
Ability to use the EPIC modules appropriate to the job.

Responsibilities

Answer incoming calls to the reading room and/or radiology front desk, promptly triage them, and accurately relay messages to appropriate personnel.
Communicate effectively and positively, both verbally and in writing, while supporting the department and organization’s image.
Use proper telephone techniques and etiquette according to hospital policy; answer calls within three rings and record and report accurate messages.
Demonstrate competency in the EPIC modules appropriate to the job.
Follow downtime procedures to ensure appropriate information is available and continuity of patient care is maintained.
Comply with the established chain of command for reporting work-related matters.
Call verbal reports as necessary, accurately document the transaction on the check-in document and log when available, and document communications regarding findings in Result Tracker.
Complete clerical functions such as filing, copying, and faxing.
Perform scheduling duties according to department guidelines, handle requests for emergent radiology studies, and involve a supervisor when scheduling conflicts arise.
Assist with direct patient care and care of patients’ family members according to departmental needs.
Perform registration workflows in support of patient visits and appointments.
Schedule mobile lab patient appointments.
Retrieve blood work and communicate with departments regarding patient care delays.