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St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care.

The Customer Service Associate will be responsible for coordinating the schedule for various areas of radiology. These duties include keeping both inpatients and outpatients informed of delays, monitoring transport for timely pickup, notifying technologists of patient arrival, and keeping supervisors informed of any delays.

JOB DUTIES AND RESPONSIBILITIES:

+ Excels at effective and positive communications (both verbal and written). Uses skills to bolster the department/organization image.

+ Demonstrates proper telephone techniques and etiquette according to hospital policy. All calls are answered within three (3) rings. Records and reports accurate messages to the appropriate department personnel.

+ Demonstrates competency in the knowledge of the RIS/HIS modules appropriate to job responsibilities.

+ On a daily basis accurately performs batching, separating and distribution of radiology and ultrasound reports via mail as established by department guidelines.

+ Accurately adheres to downtime procedures to assure appropriate information is available resulting in excellent continuity of care for patients..

+ Complies with the established chain of command for the reporting of work related problems.

+ Scheduling duties performed according to department guidelines. Handles all requests for emergent studies. Involves supervisor if scheduling conflicts exist.

+ Receives patients in the inpatient holding area, communicates with patients in a caring and professional manner, introduces self to patient, greets patient, and keeps patient informed of approximate testing time.

+ When family members arrive with patient, make sure families needs are met by communicating delays in testing or transport, offer them a chair, provide them with directions to restroom and cafeteria.

+ Notify technologist of patient arrival, and maintain time order of all requested studies.

+ Responsible for coordination of inpatient studies. All radiology/US exams with the exception of STATS should be pre-scheduled with the nursing unit. Workload should be balanced not to exceed staffing ratio and holding area space.

+ If necessary, obtain verbal report from transport staff regarding patient’s condition. Customer Service Associate is responsible for direct observation of the patient. Any change in patient condition should immediately be reported to the proper personnel. Patient condition should also be reported to the technologist performing the patient exam.

+ When doing patient comfort rounds, offer patient a warm blanket and ask if they want the curtain pulled for their privacy. Patient comfort rounds should be done on all patients in the holding area and documented on the patient comfort rounds tracking form.

+ In order to maintain patient privacy, conversations which would reveal patient information must be conducted in a quiet conversation away from other patients.

+ Maintain competence in the use of the patient tracking system.

+ Responsible for the success of the department to achieve Press Ganey goal of 90%. Every patient should receive patient education and a thank you card after their study is completed.

PHYSICAL AND SENSORY REQUIREMENTS:

Standing for up to 2 hours per day, up to 1 hour at a time. Sitting for up to 8 hours per day, up to 4 hours at a time. Walking for up to 4 hours per day in 15 minute increments. Continuous fingering and handling. Manual dexterity in order to type on keyboard for up to 1 hour for data entry. Occasionally carrying objects of up to 20 pounds. Must have the ability to occasionally stoop/bend, crouch, kneel and reach above shoulder level. Hearing as it relates to normal conversation. Seeing as it relates to general vision, depth perception and peripheral vision.

EDUCATION:

High School Graduate or equivalent.

TRAINING AND EXPERIENCE:

Individual should be experienced in office procedures such as filing, faxing, excellent telephone skills and computer experience required. Skills demonstrative of handling multiple tasks simultaneously. Medical terminology necessary.

Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!!

St. Luke's University Health Network is an Equal Opportunity Employer. (http://www.slhn.org/EOE)