SUPPORT ASSOCIATE I&D

The Support Associate demonstrates excellent customer service performance in that his/her attitude and actions are at all times consistent with the standards contained in the Vision, Mission and Values of Covenant HealthCare and the commitment to Extraordinary Care for Every Generation. This individual is responsible for receptionist duties, responding to telephone inquiries, using the Radiology Information System (RIS) for data query and entry, and preparing images to be sent to outside sources. They are also the first contact/liaison for basic Picture Archive Communication System (PACS) support. A primary aspect of this role includes positive relations with patients, guests, physicians, co-workers and other departments.

Contributes to organization success targets for net operating margin.

Models Covenant’s Mission, Vision and WE CARE Values of Extraordinary Care for Every Generation.

The PACS Support Associate has no clinical contact with patients.

Uses excellent customer service skills to greet and service patients

Moves outpatients through the registration/ordering process in a timely, professional manner

Assists patients in the completion of hospital forms

Prepares orders for the technical staff

Maintains paperwork/documentation per established protocols

Explains examination preparations for tests done in the Imaging and Diagnostic Services Department

Answers the telephone, using established telephone etiquette skills

Transfers phone inquiries appropriately

Faxes reports, using established protocols

Uses the RIS/PACS for retrieval of information to respond to inquiries within the scope of their duties

Provides basic PACS/RIS/PowerScribe support

Assists Radiologist, IDS technical staff, Referring Physicians, Patient Services, O.R., ECC, and Physician offices with common troubleshooting issues

Reconciles level 1 errors in PACS Monitors QC Program and responds to tickets in a timely manner

Audits Pending Lists to ensure reports are completed

Maintains proficiency in all computer functionally necessary to perform job duties (RIS, PACS, QC, email, etc.)

Burns CD copies for outside requests.

Follows HIPAA/ROI guideline when releasing images/Reports Imports images from outside facilities

Returns outside films according to established protocol

Scheduling procedures Other duties as assigned

EDUCATION/EXPERIENCE

High school diploma or equivalent, with post high school vocational training or experience in clerical and computer skills

Medical terminology course Anatomy course

KNOWLEDGE/SKILLS/ABILITIES

Knowledge of standard office equipment (fax, copy machine, printers)

Ability to flex work schedule in order to meet staffing needs

Ability to multi-task, rotate and function independently in patient reception, responding to telephone inquiries, and providing basic support for PACS/RIS/PowerScribe.

Ability to work under stressful situations with a positive attitude

Able to stand and/or sit for long periods of time.

WORKING CONDITIONS/PHYSICAL DEMANDS

Ability to maintain punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Frequent sitting, talking, hearing, near vision, midrange vision.

Frequent far vision, depth perception, visual accommodation.

Frequent color vision, field of vision.

Occasional lifting up to 50 lbs.

Occasional standing, walking, lifting, carrying, pushing, pulling.

Occasional climbing, balancing, stooping, crouching, squatting.

Occasional twisting, reaching, handling, feeling.