Imaging Resource Specialist I

UnitedHealth Group • Norwood, MA

1d • Hybrid

About The Position

Responsible for ensuring that imaging/radiology patients are accurately scheduled for their tests and registered into the practice management system. The scheduling responsibilities include conducting patient safety assessments, determining appropriate appointment length, and providing patient testing instructions. Delivers excellent customer service and support to patients, clinicians, and technologists, with primary responsibility for answering phones, scheduling and managing appointments including appropriate follow-up appointments, and conducting outreach calls on behalf of the radiology department. Able to work independently by demonstrating a high level of competence in all support roles. Works to improve radiology clinical and clerical operations through coordination of contact between technologists, patients and referrals.

Requirements

• High School Diploma/GED
• 1+ years of customer service or healthcare experience
• Intermediate level of proficiency with Microsoft Office products, etc.
• Familiarity with medical terminology
• Strong interpersonal, customer service, time management, computer and organizational skills
• Familiarity with EPIC or aptitude to master
• Works in a busy medical/clinical office environment with constant contact with patients and clinicians and frequent interruptions
• All Telecommuters will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

• Prior experience in a medical/clinical setting
• Previous experience in a job requiring the ability to multi-task and prioritize activities
• Previous call center experience

Responsibilities

• Answers multi-queue phone lines to schedule and confirm patient appointments
• Schedules imaging appointments, determines appropriate appointment length, and reviews necessary pre-test preparation with patient
• Interviews patients or representatives using communication skills effectively and professionally to complete MRI and CT safety assessments. Identifies cases for high-risk clinical review
• Reviews lab results prior to CT imaging exams and places lab orders when not yet available, informing patients of such requirements prior to their visits
• Informs patients of copayment and remaining deductible amounts prior to their appointments
• Demonstrates a high level of competency when handling difficult phone calls and dealing with complex issues
• Manages referral work queue (WQ) lists and outreaches patients to schedule imaging studies by utilizing standard department authorization and outreach protocols/guidelines
• Completes all WQ outreach protocols, ensuring that proper referral statuses are utilized and that referrals are closed out properly upon completion of outreaches in order to maintain WQs clean and up-to-date
• Remains current on participating insurer requirements and procedures. Explains insurance issues to patients and help them understand the referral networks. Maintains knowledge of reference base for referral authorizations
• Reviews referral information from clinicians for pertinent information regarding imaging/radiology tests and procedures
• Verifies that insurance information is accurate and up-to-date and contacts central registration to update insurance information as necessary
• Conducts thorough chart research to eliminate duplicate referral requests and maintain imaging WQ up-to-date
• Keeps patient and provider informed of status of all referrals (approved, pending or denied)
• Manages imaging orders received from Non-Atrius Providers by entering orders into the Atrius EPIC system and ensuring that all necessary prior authorization information is present. Follows up with referring to the provider’s office to obtain missing information when necessary
• Researches questions/concerns from patients regarding bills and determines if issue is related to the referral process. Assists in resolving billing and denied referral matters as they relate to the referral process. Refers patients to appropriate staff (e.g., patient account representatives) for billing issues related to insurance benefits and services covered under the benefits plan
• Acts as a resource on referral related issues
• Trains and orients new staff as needed. May also be involved in interviewing and onboarding of new staff
• Demonstrates proficiency with RIS, EPIC and CADENCE
• Performs functions of a Radiology Aide I
• Accesses only the minimum necessary protected health information (PHI) for the performance of job duties. Actively protects the confidentiality and privacy of all protected health information they access in all its forms (written, verbal, and electronic, etc.) taking reasonable precautions to prohibit unauthorized access. Complies with all Atrius Health and departmental privacy policies, procedures and protocols. Follows HIPAA privacy guidelines without deviation when handling protected health information
• Works in a normal office environment with frequent interruptions
• Performs other duties as assigned

Benefits

• Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays
• Medical Plan options along with participation in a Health Spending Account or a Health Saving account
• Dental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage
• 401(k) Savings Plan, Employee Stock Purchase Plan
• Education Reimbursement
• Employee Discounts
• Employee Assistance Program
• Employee Referral Bonus Program
• Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED