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Customer Service Representative - Lead (Bilingual)

Jennie Stuart Health

Customer Service Representative - Lead (Bilingual)

Orange, CA
Full Time
Paid
  • Responsibilities

    MANDATORY COVID-19 GUIDELINE:

    As of March 15th, 2022, all onsite JSH employees must have received the necessary doses to complete the COVID-19 vaccine series (i.e., one dose of a single-dose vaccine or all doses of a multiple vaccine series) or have been granted a qualifying exemption, or are identified as having a temporary delay as recommended by the CDC. New hires also will be required to comply with this requirement before working onsite at any JSH facility.

    JOB SUMMARY:

    Under the direction of the VP of Nursing and Clinical Services, Medical Director and Director of Imaging Services, performs diagnostic computed tomography imaging procedures including holter monitor placement and EKG cardiology procedures at a technical level that does not require constant supervision or detailed instruction. Provides high quality clinical care and excellent service to patients for the purpose of obtaining quality images for interpretations by the Radiologists.

     

    ESSENTIAL FUNCTIONS

    Practices within the scope of licensure, complies with federal and state legal and professional requirements

    Consistently follows Imaging and Cardiology Services departmental and facility wide policies

    Follows proper patient identification protocol by using two determined patient identifiers, instructs the patient to repeat name and date of birth

    Inspects the patient's examination order, clinical indication, previous imaging exams, and any pertinent patient information before proceeding with the imaging or cardiology procedure

    Consults the Radiologist, Cardiologist or ordering provider if further clarification is needed

    Prepares patients for examination by acquiring history, answering questions, and providing instructions and detailed explanation of the procedure to obtain the best possible imaging study while reducing the patient's anxiety

     

    Thoroughly completes patient screening and applicable forms relating to the procedure and patient's care

    Demonstrates competency in appropriate documentation

    Follows policies/protocols when documenting within the patient's chart

    Communicates effectively to caregiver responsible for the care of the patient following the imaging or cardiology procedure if applicable

    Demonstrates competency in accurately implementing "downtime" processes

    Assists in preparing and positioning patients for imaging and cardiology procedures, using immoblization devices appropriately when needed to obtain optimum views

    Follows approved protocols and parameters while delivering quality patient care and ensuring safety

    Documents crash cart, emergency equipment, and medication/narcotic checks according to policies

    Consistently informs the Radiologist or Cardiologist of all pertinent information before and after the procedure when needed and promptly notifies the Radiologist or Cardiologist of any critical finding

    Demonstrates competency in anti-coagulation clinic skills; scheduling patients, creating new patient visits, obtaining blood sample for INR testing, evaluating/adjusting levels, and proper documentation

    Possesses a solid understanding of anatomy and demonstrates the ability to assist in positioning patients as needed to complete adequate imaging, cardiology, EKG, and holter monitor procedures

    Protects the patient's privacy at all time and ensures all patient documents are kept private including information on computer screens

    Complies with HIPAA guidelines

    Follows patient safety guidelines with every encounter, ensures the patient is attended to at all times

    Possesses the ability to manage emergency situations according to BLS and ACLS guidelines

    Assists in operating imaging equipment under the direction of an imaging Technologist and/or Radiologist

    Possesses the knowledge and ability to safely operate all cardiology, EKG, and holter monitor units in the facility

    Follows proper steps to report equipment malfunctions and promptly notifies the Director or Chief Technologist with any equipment issues

    Performs equipment QC and calibration when applicable on cardiology equipment and point of care iStat units

    Effectively communicates any changes in the patient's condition during or after the procedure with the Radiologist, Cardiologist, Technologist and/or ordering provider

    Demonstrates the ability to consistently meet or exceed the departmental standards for imaging and cardiology and possesses a solid understanding of modality specific skills checklists

    Demonstrates competency with all invasive modality specific procedures

    Follows proper protocol, practices sterile technique, prepares the room with required supplies/instruments to be readily available

    Consistently available for conscious sedation and invasive procedures and ensures appropriate patient forms/documentation is completed

    Participates in and ensures a "Time Out" is completed with the team prior to beginning invasive procedures

    Properly screens patients receiving contrast media while following the Administration of Contrast Media policy

    Possesses the ability to proficiently obtain medi-port and intravenous access

    Follows proper sterile technique when accessing existing intravenous and medi-port sites or obtaining a new IV site

    Demonstrates competency in proper infection control

    Washes and/or sanitizes hands before and after each patient encounter

    Thoroughly cleans/sanitizes equipment after each patient encounter following manufacturer's guidelines

    Consistently reviews each completed examination for adequate quality and technical accuracy

    Completes all required patient forms appropriately and routes the forms correctly for distribution to medical records

    Demonstrates competency with Electronic Medical Records, and other computer programs; Paragon Radiology Management, Order Management, Resource Scheduling, PACS, Cardioserver and any additional programs as requested

     

    Contacts scheduled outpatients prior to their procedure to complete pre-procedural assessment requirements and explain the procedure and instructions as well as address any patient questions/concerns

    Performs clerical duties including but not limited to answering phones, scheduling outpatient imaging/cardiology exams, documenting patient information within computer programs, and properly releasing imaging studies for continuing care according to hospital and departmental policies

     

    Consistently performs patient call back process for imaging and cardiology special procedures within 3-5 days post procedure

    Demonstrates competency with imaging retrieval for archiving, CD exporting/importing, and film printing

    Ensures work environment is free from patient/visitor/employee safety hazards

    Appropriately reports any safety issues immediately

    Practices radiation protection and safety guidelines to minimize radiation to patients and staff

    Consistently ensures life support carts, oxygen hook-ups, suction devices are maintained properly and are in excellent working condition at all times

    Ensures work area is kept clean and organized

    Reports cleaning and linen needs to Environmental Services in a timely manner

    Maintains supply inventory, ensuring proper quantity of supplies are stocked

    Consistently rotates supply inventory to prevent out-dating and verifies supply room and cabinets are secure at all times

    Completes all work prior to shift end and informs incoming staff of any pending exams/patient information

    Provides a positive image to customers by creating a friendly atmosphere and places a high priority on meeting customer requirements in a timely and courteous manner

    Responds to "on-call" in the required time frame

    Participates in orientation and training of new employees and student technologists

    Contributes to a team atmosphere by demonstrating excellent communication skills, taking initative to perform needed tasks, and being flexible to go beyond normal expectations to meet the needs of others

    Willingly accepts various work assignments, is accountable and responsible for actions/decisions

    Demonstrates an openness to change through suggestions and constructive feedback

    Demonstrates proper use of time, equipment, and supplies in efforts to control costs

    Maintains current certifications and continuing education requirements

    Seeks opportunities to improve knowledge base by attending deparmental meetings, in services and completing education assignments

    Maintains a good rapport and professional working relationship with JSH providers, staff, patients, families, and visitors, as well as outside providers and offices

     

    Required Skills

    JOB REQUIREMENTS

    REQUIRED LICENSE:

    Demonstrates the ability to provide care according to licensure and registration requirements

    Current Registered Nurse license from the Kentucky Board of Nursing (KBN)

    Advanced Cardiac Life Support (ACLS)

    Basic Life Support certification (BLS)

    MINIMUM EDUCATION:

    Graduate of an accredited school of Registered Nursing

    Required Experience

    MINIMUM WORK EXPERIENCE:

    Minimum 1 year of experience as a cardiovascular nurse; critical care or cardiac catheterization lab required.

  • Qualifications

    JOB REQUIREMENTS

    REQUIRED LICENSE:

    Demonstrates the ability to provide care according to licensure and registration requirements

    Current Registered Nurse license from the Kentucky Board of Nursing (KBN)

    Advanced Cardiac Life Support (ACLS)

    Basic Life Support certification (BLS)

    MINIMUM EDUCATION:

    Graduate of an accredited school of Registered Nursing