Radiology Communications Operator, Bethlehem Campus - Per Diem

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

5d•Onsite

About The Position

The Radiology Communications Operator will be responsible for assisting radiologists, technologists, ordering providers, and other providers caring for patients across the Network. The operator assures that results for all studies on the critical results board are called to the ordering provider (and or appropriate provider on-call) in a timely manner. Per Radiology Department policy, the operator will monitor the critical results board in EPIC and get the ordering provider on the phone to speak with the radiologist and/or call the results to the appropriate caregiver in a timely manner. These communications will be appropriately documented via the critical results board in EPIC. The operator is also responsible for assisting all physicians who enter the reading room with whatever is needed, i.e. loading studies, speaking with a radiologist, etc. The intent of this job description is to provide a summary of the major duties and responsibilities of this position and shall not be considered as a detailed description of all the work requirements that may be inherent in the position.

Requirements

Excellent customer service and interpersonal skills required.
General computer experience with data entry required.
Medical terminology and knowledge of anatomy preferred.

Nice To Haves

some college preferred.
Healthcare or related industry experience preferred.

Responsibilities

Answers all incoming calls to the reading room. Promptly takes, triages, and accurately relays all messages to the appropriate radiologist/resident or staff member, and assists callers as necessary by prioritizing studies for expedited read (i.e. Rush, ASAP, Trauma, STAT, etc.)
Prepares daily radiologist schedule and on-call schedule for both radiologists & technologists. On a daily basis, updates on-line assignment sheet with radiologist locations and phone numbers so that emergent studies can be directed to the appropriate radiologist.
Monitors EPIC critical results board for get-on-the-phone, immediate, and significant results clearing the board per Radiology Department policy and documenting communications appropriately. Watch for BPA (best practice alert) for ED and inpatients to fire. If BPA does not fire within the appropriate timeframe, operator calls immediate and significant results as necessary and accurately documents transaction in EPIC critical findings database with the first and last name of the person spoken with (for critical care patients, a nurse or physician must be contacted).
Timely monitoring and distribution of follow-up letters to ordering physicians and patients (if necessary). This task involves confidential investigation into patient’s medical record in EPIC to see if study has been ordered/completed. Accurately documents that follow-up letter has been sent, to whom (physician/patient), and when.
Daily distribution of Act 112 patient notification letters which requires running report in EPIC, choosing appropriate letter per patient age, and documentation as necessary in EPIC if needed.
Takes calls from Doc Panel and marks studies immediate and/or significant as requested by Doc Panel radiologist/staff member. Communicates results and documents transaction appropriately via critical findings database with first and last name of person spoken with.
Completes clerical functions including filing, copying, faxing and preparing paperwork for document scanning in Medical Records according to Medical Record’s guidelines.
Burn and anonymize CD’s as requested for various clinical trials, Recist read cases and as needed per Medical Record’s guidelines for patients waiting, being transferred, or as requested by a physician.
Sends and receive studies from various facilities and/or companies as needed for surgeries, transfers, etc. via PACS Workflow Manager / Ambra. This includes monitoring studies sent to VRad for a preliminary read and ensure second read by our radiologists.
Relays stat reports for outpatient services including all Network emergency departments, CareNows, and physician offices including prioritizing readings to be expedited to the appropriate radiologist as necessary after checking the daily radiologist assignments.
Assists patients as necessary in the Radiology Waiting Room including connecting them with their physician as needed or escorting them to the Emergency Department.
Timely communications with technologists as per radiologist request which includes verifying studies, additional images, etc.
Responsible for returning all outside studies to proper location. Accurate documentation must be recorded for this transaction.
Log patient information correctly into Sectra to properly keep track of images from or requested from outside facilities that are being loaded into Sectra.
Enter appropriate IT tickets for radiologists/residents depending upon IT issue, i.e. EPIC vs. Sectra to ensure IT issues are resolved in a timely manner. Communicate with radiologists/ residents working to ensure they are notified of process in place or resolution to problems.
Maintain stock of CDs, envelopes, paper, and ink cartridges for equipment in Radiology Operations Center.
Responsible for the success of the department to achieve established patient satisfaction goals.
Maintains confidentiality of all materials handled within the Network/Entity as well as the proper release of patient information.
Complies with Network and departmental policies regarding issues of employee, patient, and environmental safety and follows appropriate reporting requirements.
Demonstrates/models the Network’s Service Excellence Standards of Performance in interactions with all customers (internal and external).
Demonstrates Performance Improvement in the following areas as appropriate: Clinical Care/Outcomes, Customer/Service Improvement, Operational System/ Process, and Safety.
Demonstrates financial responsibility and accountability through the effective and efficient use of resources in daily procedures, processes and practices.
Complies with Network and departmental policies regarding attendance and dress code.
Answers the phone, runs errands, retrieves and distributes departmental mail.
Attends departmental meetings and inservices.
Complete all department competencies
Cross train to provide coverage for the Customer Service Associate on an as needed basis.
Other related duties as assigned.