Lead imaging Receptionist/Scheduler/ HIM

El Camino Health Medical Network is recruiting a Lead Imaging Receptionist/Scheduler/HIM for our El Camino Health Primary Care and Multi-Specialty Care outpatient practices located in Santa Clara County.

Pay: $31.78 - $33.23/hour

Location: San Jose, CA

Schedule: Monday- Friday 8:00am-5:00pm

El Camino Health Medical Network (ECHMN ) is a growing healthcare provider organization delivering high-quality, community-based ambulatory care across the Greater Silicon Valley. We are committed to coordinating care that meets the needs of the diverse communities we serve, while simplifying the healthcare experience for both patients and providers.

At ECHMN , we value collaboration, accountability, and innovation. Our teams work closely across disciplines to support physicians, improve access to care, and deliver a consistently high standard of service. We offer a supportive and engaging work environment where individuals are empowered to make an impact and contribute to meaningful growth.

If you are passionate about healthcare, driven by purpose, and eager to work in a collaborative, patient-centered organization, we invite you to explore a career with El Camino Health Medical Network.

Job Summary

The Lead Imaging Receptionist/Scheduler greets and checks in all patients reporting to the medical office in a professional and courteous manner. This position is responsible for accurate check-in, scheduling, and record management for all patients. Responsible for having knowledge of processes and procedures for the department as well as general knowledge of the medical center to assist patients with questions and concerns. Requires extensive use of the computer and a significant amount of contact with the public requires spending at least 50% of the time doing scheduling. Support in the process of managing patient needs for images and reports.

Essential Functions:

Customer Service

• Serves as an ambassador for ECHMN by exhibiting respectful, courteous, and friendly behavior towards and around our patients. Takes accountability for customer experience at Point of Service and on the phone.
• Creates a welcoming environment including maintaining a professional demeanor, appearance and physical environment
• Greets patients, assists with facility directions, provides resources, answers questions and when applicable escalates issues
• Actively seeks information to understand the patient circumstances, problems, expectations, and needs
• Addresses patient problems, concerns and issues and escalates to management when necessary
• Consistently demonstrates service behaviors and principles • In all interactions with patients, members, physicians, staff and visitors, and demonstrates service-oriented behaviors that include culturally sensitive, good manners, respect, and polite communications.
• Interacts with patients/visitors appropriately, according to age, developmental, and cultural factors
• Utilizes Interpretative Services as needed • Demonstrates telephone etiquette skills
• Is courteous and professional when the telephone
• Takes accurate, legible and complete messages and forwards to the appropriate party.
• Registration and Systems
• Follow appropriate patient registration policy and procedure. Follows department protocols for application of the registration script
• Register patients by following policies and procedures and using the appropriate electronic systems, or manual visit records when the systems are down.
• Contributes to the overall patient experience and satisfaction
• Participates in process improvement activities
• Adheres to HR, safety, HIPAA and compliance policies, and attendance requirements
• Performs work in accordance with established schedules, policies and procedures
• Schedule all types of Imaging exams.
• Coordinates with provider offices and ensures proper orders, insurance verification and all duties required to schedule appointments effectively.
• Performs other duties as assigned

Systems

• Navigates and uses multiple organizational system i.e., registration system, appointment system, email system, etc.
• Accesses, reviews and keeps current with appropriate reference materials alerting systems and workflow changes
• Complete all tasks within a technical system in order to perform all expected job duties
• Initiate downtime procedures when necessary.
• Other registration duties may include:
• Obtains a patient medical record number when necessary
• Schedules appointments • Records additional patient information in the electronic system
• For Same Day appointments, the scheduling duties below will be utilized during registration.
• Documentation and Registration Data Quality
• Verifies patient identification to ensure the correct patient for the correct exam and documents according to outlined procedures.
• Accurately and completely records/verifies demographic information and other key patient data such as address and contact Information
• Ensures completion and documentation of receipt of patient forms according to registration system prompts and department procedures
• May distribute relevant brochures or letter to the patient or patient’s agent.

Benefits

• Has a working knowledge of health plan coverages.
• Demonstrates basic level knowledge and understanding of guiding principles for Health Plan coverages to include deductible, coinsurance, and self-funding plans.
• Provide basic coverage and benefit information to patients and refer patients to appropriate resources for complex questions.
• Determines patients’ membership and benefits according to the benefit information displayed in the electronic systems. Records Insurance Information requests and verifies insurance information from patients including Medicare Secondary Payer information, and information sufficient to bill Government, Commercial, Third-Party Payors or other financial sponsors.

Other Responsibilities

• Manages and performs department-specific tasks
• Adheres to all department and facility policies and procedures
• Team and Department responsibilities
• Communicates clearly, appropriately and constructively with clinical and non-clinical staff. Works toward positive operational outcomes.
• Uploads image and print images as requested.
• Manages subpoenas, requests for images, and other ROI tasks.
• Performs other duties as required.
• Scheduling - Must spend at least 50% of the time on these duties:
• Facilitate the timely scheduling of patients by coordinating patient information with physicians or technologists.
• Receive orders, facilitate appropriate scheduling assignments and communicate information to patients. • Verify if there is a staff message to reply back to the order physician prior to scheduling
• Prioritize cases/referrals utilizing established guidelines.
• Contact patients to schedule exam/procedure and return appointments according to established procedures and scheduling guidelines, when applicable.
• Utilize protocols to determine and communicate proper patient preparation including checking for allergies, lab tests, and pre [1] requisite exams.
• Notify and inform patients and conduct screening questionnaires when applicable
• Communicate through use of technology to providers office to ensure order(s) has been placed or authenticated
• Secure patient charts and i.e., history/physical, lab, informed consents, etc., in advance of exam/procedure.
• Cancel and reschedule appointments when needed.
• Contact patients to remind them of appointments and prep.
• Provide exam/study preparation materials to patients with the protocol
• Supervisory Responsibilities -This job has no supervisory responsibilities

Minimum Requirements

High School Diploma or GED

• Experience working with an EMR
• Ability to accurately type a minimum of 40 WPM
• Strong verbal and written communications, and active listening skills

Solid patient/guest relations skills with the ability to communicate in a professional, courteous and efficient manner

• Ability to perform basic math
• Excellent attention to detail
• Ability to effectively organize and prioritize tasks in order to complete assignments within the time allotted to maintain standard workflow
• Ability to work effectively as a team member who is flexible, cooperative and willing to assist others

Preferred

• EPIC EMR experience