Imaging Client Services Representative I

Join Cleveland Clinic’s Martin North Hospital where research and surgery are advanced, technology is leading-edge, patient care is world-class, and caregivers are family. This downtown Stuart hospital provides top-quality patient care to the communities in and around Martin County on the beautiful Indian River. The caregivers at Martin North Hospital have made it not only an excellent medical facility, but also a home away from home.  

As the Imaging Client Services Representative I, you will support patient care by acting as a liaison between Imaging Services and the caregivers providing direct patient care in multiple service environments. This role delivers excellent customer service to internal and external caregivers, and maintains a professional image through phone, email and other forms of communication.

At Cleveland Clinic, we know what matters most. That's why we treat our caregivers as if they are our own family, and we are always creating ways to be there for you. Here, you'll find that we offer: resources to learn and grow, a fulfilling career for everyone, and comprehensive benefits that invest in your health, your physical and mental well-being and your future. When you join Cleveland Clinic, you'll be part of a supportive caregiver family that will be united in shared values and purpose to fulfill our promise of being the best place to receive care and the best place to work in healthcare.

Job Responsibilities:

• Navigates complex computer and phone systems, while following all departmental standard operating procedures for both internal and external customers.
• Builds and maintains client relationships by providing exceptional service with a positive, professional and empathetic demeanor in all forms of communication.
• Greets and receives patients in the department, reviews and verifies exam information with them and prepares request for exam.  Continually updates patient/family members of exam status or delays. Informs, assists and directs patients, visitors or personnel to appropriate departments/areas within the hospital. Provides exam preparation information to patients as needed.
• Runs daily statistics from dictation system to assure timely completion of reports. Distributes statistic reports to Radiologist and other imaging sites. Tracks reports ready for signature to assure timely sign off and transmittal.
• Creates and modifies patient orders and demographics by following complex ordering procedures and utilizing multiple ordering systems.
• Processes exam orders and prepares appropriate patient records for physician and staff; distributes upon request to staff, physicians or other areas of the Corporation and outside institutions. Prepares all examination schedules, posting and distributing to appropriate areas of the department.
• Processes pickup and delivery requests from clients for patient records and loan requests. Follows up on loan requests to assure timely return of records.
• Demonstrates information management skills via prioritization, handling, documentation, reporting and follow-through.
• Recognizes complex situations that require escalation to appropriate levels of supervision.
• Other duties as assigned.

Education:

• High school education or equivalent.
• Associate’s degree preferred.

Certifications:

• None required.

Complexity of Work:

• Requires critical thinking skills, decisive judgment, and the ability to work with minimal supervision.
• Must be able to work in a stressful and rapidly changing environment and take appropriate action.
• Excellent interpersonal and communication skills.
• Ability to type 35 wpm. 
• Basic computer skills in Microsoft Office with the ability to learn new software.

Work Experience:

• One year of clerical, office, customer service, or healthcare experience required. Experience in imaging setting preferred.
• Offset:  High School diploma/GED and college level courses in science with an additional two years of imaging office experience or customer service experience.

Physical Requirements:

• Individual must be able to work in confined spaces. Individual must be flexible to work various shifts: 1st, 2nd, 3rd, holidays, and\or off hours based upon business needs.
• Ability to use telephone, computer, and office equipment. Normal/corrected vision and hearing.
• Maintain professional appearance and demeanor.

Personal Protective Equipment:

• Follows standard precautions using personal protective equipment as required.