Job Summary

This role is responsible for managing the care coordination process surrounding diagnostic imaging orders for patients, ensuring that appropriate communication is provided to the scheduling facility and the patient, as well as ensuring follow-up information is received from the scheduling facility for the referring provider to review. Additionally, this role will receive and process requests for durable medical equipment including collaboration with outside providers. 

Duties and Responsibilities

DIAGNOSTIC IMAGING SCHEDULING:

• Schedule various diagnostic imaging procedures, including X-rays, CT scans, MRIs, ultrasounds, and other related tests, based on physician orders.
• Verify patient insurance information and obtain necessary pre-authorizations.
• Communicate with patients to provide pre-procedure instructions and address any questions or concerns.
• Coordinate scheduling with imaging centers and hospital departments, ensuring timely appointments.
• Communicate transportation needs to internal facilitators.
• Maintain accurate records of scheduled appointments and imaging results.
• Follow up on pending imaging results and ensure they are delivered to the ordering physician.
• Monitor the electronic health record for new imaging requests, monitoring of imaging which are in progress and completing the documentation loop in the diagnostic imaging process.
• Provide patients with verbal and written instructions (preferably delivered electronically when possible), along with any specific instructions or requirements provided by the scheduling facility.
• Monitor changes in PCP assignment that could invalidate existing referrals and handling appropriately.
• Monitor “in progress” diagnostic imaging to ensure the patient is seen by the scheduling facility, rescheduling when necessary.
• Provide excellent customer service to all patients, ensuring they have appropriate and necessary information and instructions while aiding them in coordination of diagnostic imaging.
• Communicate to the care team when patients refuse appointments, or no show more than once with scheduling facility for diagnostic imaging.
• Post-appointment, the staff member is responsible for following up with the scheduling facility to obtain copies of their documentation if not previously received. Diagnostic Imaging may not be completed until the documentation is received in the chart.

DURABLE MEDICAL EQUIPMENT PROCESSING:

• Process and manage DME requests from providers, ensuring accuracy and completeness.
• Verify patient insurance coverage and obtain necessary pre-authorizations for DME.
• Communicate with DME vendors to place orders and track delivery status.
• Educate patients on the proper use and maintenance of DME.
• Maintain accurate records of DME orders and deliveries.
• Manage and organize required DME documentation.
• Manage on-site DME equipment consignments including maintaining par levels and ensuring all appropriate paperwork is filed for distributed consignments.

GENERAL DUTIES:

• Trouble shooting and alerting the providers or management of coverage issues or barriers to scheduling requested diagnostic imaging or accessing of DME.
• Responsible for relaying appropriate coverage information to the patients.
• Maintain up-to-date knowledge of participating insurance plans including diagnostic imaging and prior authorization requirements including copayments and coinsurance.
• Maintain a general level of knowledge of appropriate triage of patient and provider needs with the ability to prioritize effectively.
• Supply staff with required forms and documents.
• Process records accurately, and in a timely fashion.
• Maintain strict confidentiality of all medical records.

Minimum Qualifications

• High school diploma or equivalent required.
• Minimum of 3-5 years of experience in a medical office setting.
• Minimum of 3 years' experience in insurance verification and diagnostic imaging eligibility requirements and familiarity of durable medical equipment processing.
• Strong knowledge of medical terminology and procedures.
• Proficiency in electronic health record (EHR) systems.
• Excellent communication, interpersonal, organizational skills, and customer service skills.
• Ability to multitask and prioritize tasks effectively.  
• Strong attention to detail and accuracy.
• Ability to maintain patient confidentiality.  
• Personal and professional passion to help improve healthcare delivery.
• Excellent computer skills, including knowledge of Microsoft Office.
• Strong attention to detail.
• CPR Certification 

Working conditions

This job operates in a professional office environment.  This role routinely uses general office equipment. -OR- This job operates in a professional office environment.  This role routinely uses general office equipment.  May share workspace with other technicians and staff.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Computers, keyboards, phones, and other general office equipment are constantly operated.

Direct reports

None.