Clarissa Hernandez

• Physician Liaison: Keeps a close working relationship with all referring physicians’ offices and ensures that their needs are met in order to keep and obtain new business. Makes sure to inform physicians of any conflicts in scheduling their patients or additional availability to get their patients in sooner. Works with offices on any process issues and escalates any operational issues to management as soon as possible.
• Intake Team Management: Provides leadership over the team responsible for ensuring accurate and complete scheduling, verification of benefits, pre-authorization, and pre-certification of imaging exams. Trained and capable of completing all team duties where needed. Serves as the supervisor of other intake team members and provides guidance on training and performance issues. Serves as the knowledge leader for imaging specific terminology and process.
• Specialized Scheduling: Manages the scheduling of all specialized procedures done at the Orlando campus. This includes, but is not limited to, MRI / CT general anesthesia (GA not scheduled by cc 9338), MRI / CT IV sedation's. Follows up with all patients prior to their procedure in a timely manner and ensures they are prepped for their appointment.
• Scheduling as needed: Serves as a back-up to the Intake team as a seasoned scheduler providing scheduling service during peak volume times. Creates patient accounts, schedules appointments and pre-registers patients striving to gather and validate all required information on a single phone call.
• Skills: Maintains skill level and knowledge of imaging trends by reading, attending training sessions and completing study materials provided by AdventHealth and disseminates information to the Intake team.

• Responsible for providing technical and administrative support for the breast care program including patient communication and radiologist support
• Answers breast care phone calls, schedules patients, and fields calls appropriately
• Manages daily breast care schedules for efficient workflows
• Prepares patient letters, including daily printing, proofing, folding and mailing
• Handles films and CDs coming in and out of the department
• Manages EMR dashboard for patient workflow, pending patients, and follow up
• Enters orders in EMR for diagnostic follow up patients
• Manages prior imaging for scheduled patients
• Works with clinical team on risk assessments
• Enters biopsy results in EMR
• Returns patient phone calls with follow up as appropriate
• Schedules biopsy patients and calls biopsy patients next day for follow up
• Acts as a liaison between team and patients waiting for exams

• Schedules and coordinates Diagnostic Imaging exams and ensures all patients are scheduled at the next available appointment or at the patient’s convenience
• Answers dedicated phone line for scheduling, transfers calls and relays messages as needed
• Ensures a positive relationship with physicians and physician’s office staff to increase physician satisfaction and referrals
• Provides education to referring physician practices to ensure Quality Assurance and accuracy of scheduled procedure
• May call physician office or department to obtain information necessary to schedule events
• Accurately assembles all patient information gathered from the patient or referring physician to ensure the Pre-registration function occurs in a timely efficient manner
• Reviews all orders for medical necessity and radiology protocol to ensure accuracy in the appointment
• Ensures all patient instructions and preparations are reviewed and noted in the appointment for the physician, radiology department and/or patient
• Maintains a high level of Imaging department knowledge: Neurosurgery, Radiology, and Cardiology to complete the scheduling process in a timely and effective manner
• Performs radiology clerical functions, greets patients at radiology reception desk, order entry, answering phones, explain exam preparation procedures and completion of appropriate history or other forms as needed
• Deliver excellent customer service through utilizing a pleasant tone of voice along with a friendly and helpful attitude, while keeping conversation focused on the customer
• Reports errors found in system to supervisor to promote education, coaching, and training opportunities of others

•Drives customer service initiatives by creating and owning the patient experience

•Answers telephone, responds to patient questions/concerns to ensure prompt accurate resolution is achieved and is able to handle various job tasks simultaneously

•Demonstrates age-specific communication skills for patients with the ability to assess and interpret relevant data

•Communicates with the patient or their guarantor to obtain demographic, employment, insurance and current medical condition information in order to perform accurate registration

•Obtains client information for worker’s comp and corporate accounts, and verifies authorization and service(s) requested

•Under supervision of the Practice Manager,accountable for the patient’s first impression of the organization by making patients feel safe, cared for and respected with an emphasis on customer service

•Responsible for the complete patient registration process