Under indirect supervision, processes requisitions and contacts health plan members to schedule appointments for various exams in the Imaging Department such as Magnetic Resonance Imaging (MRI), Computer Tomography (CT), Fluoroscopy, Ultrasound, General Radiology, and Mammography; provides thorough instruction, pre screens, and responds to members questions regarding preparations for exams per established guidelines; provides reception for designated area; performs cashiering functions as well as others duties required.

• Upholds Kaiser Permanentes Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.  Customer Service: Is responsive to the needs of others by maintaining a professional behavior toward members and coworkers and creating a positive image for the department, as demonstrated by: willingness to take the initiative to resolve member issues. handling a high number of member contacts. dealing with customer complaints in a positive way. providing compassionate service. treating coworkers with respect and appreciation. fostering teamwork and thinking positively.  Identifies the impact of cultural diversity and lifestyle choices on patient condition and makes accommodations for such differences.  Demonstrates competency and understands the overall operational functions of the department to include all reception duties and cashier functions. demonstrates personalized service to each member checking in. greets member properly and courteously with eye contact and a pleasant expression and tone of voice. handles the check in process correctly including processing paperwork, proper additional forms, and instructions to appropriate waiting. demonstrates ability to answer telephone calls from health plan members in a manner that is both helpful and sensitive to the needs of the patient. answers telephones and documents messages accurately and completely. demonstrates a clear understanding of physician schedules and assignments and conveys accurate information regarding department administration. demonstrates accurate skill when cashiering to include knowledge of close out procedure, billing, co-payments, and fees. consistently handles member (either checking in or on the telephone) in a timely manner. Demonstrates competence and understands the overall operational function of the department to include scheduling of patient appointments by telephone, mail, or in person utilizing OPAS. demonstrates skill in scheduling appointments to include entering the slot letter associated with the accepted appointment date/time; entering accurate target date; and entering proper remarks associated with the appointment. demonstrates skills required for canceling appointments.


• demonstrates knowledge and competency described in the Service Representative Criteria Manual dated 1991. effectively instructs member of all or any preparation for procedure. consistently handles member (either checking in or on the telephone) in a timely manner. consistently meets the standards for answering incoming calls (appointment center) set by the department average.  Age Specific Criteria: Demonstrates an understanding of the cognitive, physical, emotional and chronological maturation process in delivery of services to patients of the age group served.  Able to assess data reflective of the patients status and interpret the appropriate information needed to identify each patients requirements relative to his or her age specific needs and to provide the care needed in accordance with department policy. Neonatal. pediatric. adolescent. adult. geriatric. adjusts technical factors relative to the requirements of the study and the physical maturation of the patient. modifies patient positioning techniques relative to the patients physical and cognitive abilities. always takes special care in handling, positioning and/or restraining infants and geriatric patients to avoid injury or excessive radiation exposure. never leaves infant, pediatric or disoriented geriatric patient unattended.  Additional Performance Standards for Senior Scheduler. Provides functional direction to assigned staff. consistently assigns work to staff appropriately so that exams are performed in a timely manner. routinely provides timely feedback to management regarding operational problems and personnel issues. communicates effectively with other departments to promote positive interdepartmental relationships. demonstrates organizational skills and creativity in the resolution of operational problems within the department.  


• Organizational Rules, Policies and Procedures. Observes all organizational, regional, medical service area and Diagnostic Imaging Department policies and procedures. Is compliant with organizational, regional and medical service area policies and procedures. observes Regional Radiation Safety Standards and Department Safety Policies.  Quality of Service. Maintains standards or professional behavior established to enhance quality of service. greets members promptly and courteously with eye contact and a pleasant expression and tone of voice. informs members of reason for any delays or anticipated delays in their care. treats patients in accordance with the Patients Bill of Rights. conducts only work related conversations when members are waiting for service.  Communication. Demonstrates good communication skills.  communicates verbally in a clear and concise manner.  Communicates verbal instruction to member in a manner that is conducive to understanding and compliance. demonstrates courteous and appropriate telephone skills. speaks English in the presence of patients except as required to interpret for non English speaking patients. communicates in writing accurately, completely and legibly, and routes such communication appropriately and in a timely manner.  Professional Maturity.  Demonstrates professional maturity in all interactions with patients and staff. strives to maintain good working relationships and rapport with patients, other members of the department and the health care team. Is flexible and cooperative about schedule changes made to maximize productivity and efficiency. responds appropriately to constructive criticism from supervisors and peers. functions independently within the defined scope of position.  Productivity. Meets productivity norms achieved by peers within the department or the Region.  Equipment, Supplies, and Work Area. Maintains equipment, supplies and work area in accordance with department guidelines. keeps equipment and work area clean at all times. routinely handles equipment with care to avoid damage. reports equipment malfunctions to supervisory staff promptly.  Assume other activities and responsibilities from time to time as directed.

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