Patient Care Advocate I

ARA Diagnostic Imaging is seeking an experienced Patient Care Advocate to join our growing team!   

Summary: 

Responsible for greeting patients in lobby upon their arrival and navigating patient traffic.  Maintains open lines of communication with both the patients and clinic staff to ensure any potential issues are addressed in a timely manner.

Essential Duties:

• Displays exemplary customer service at all times with both internal and external customers including a positive, friendly and caring attitude
• Greets patients and visitors, determines the nature of their visit and provides accurate, appropriate information
• Assists patients and visitors with the check in process
• Performs clerical work that may require data entry, word processing, sorting or collating capability
• Answers the telephone, answers questions, and directs callers as appropriate
• Helps dissolve situations with irate patients on the phone or in the lobby, with good listening skills, and problem solving. Enlists the help of Clinic Management, when necessary
• Receives internal or external mail and distributes appropriately
• Provides information regarding particular exams and procedures including prep information.
• Prepares, processes, and maintains all confidential records on new and existing patients.
• Schedules patients for appropriate exams or modalities
• Maintains detailed knowledge of CPT and ICD-10 codes
• Performs necessary file room procedures including scanning, faxing, making CDs, downloading CDs, and completes requests from the HD/IL
• Verifies patient identity, retrieves and processes current patient insurance information and checks for exam authorization during check in and billing processes
• Collects and processes all payments received from patient exams, including co-pays, deductibles, private pays and past due accounts
• Demonstrates competency and proficiency in the Radiology Information System (RIS)
• Works with technologists to improve patient flow.  This includes helping to monitor the flow of patients to each modality by communicating closely with the technical and nursing staff regarding any possible schedule issues that occur throughout the day. 
• Assists the technologists with expediting patients to their exam areas when necessary (i.e. patient showed up late, schedule running behind, etc.)
• Makes sure fresh coffee is made at all times and offers coffee or water to un-prepped patients.
• Keeps waiting room and restrooms clean and neat at all times.
• Monitors comfort and safety of our patients, children, or guests in the waiting room.
• Performs other related duties incidental to the work described herein

Education/Experience:

High School Diploma or GED.  One to Three years of experience in a healthcare environment.

Skills/Knowledge:

• Ability to deal efficiently and courteously with all clinical personnel and patients and to establish effective working relationships
• Knowledge of medical office procedures 
• Knowledge of basic arithmetic to make simple calculations and the ability to sort and file materials correctly by alphabetic or numeric systems
• Highly motivated with great organizational skills 
• Demonstrates appropriate customer service attitudes and services in a variety of work settings
• Proficient in word processing, spreadsheets, Internet and presentation software
• Demonstrates a results orientation for delivering appropriate products and services in an accurate, complete and timely fashion
• Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently

Working conditions:
May be exposed to negligible electromagnetic radiation.  Must have the ability to lift up to 40 lbs. 

Success factors:
Successful incumbent possesses high energy, drive and positive attitude; is committed to customer service and teamwork; has the ability to multi-task; and is focused on achieving accurate, complete and consistent results in a timely fashion.