Physician Support Specialist
Steinberg Diagnostic Medical Imaging
Summary
The Physician Support Specialist is the first point of contact for post-service physician inquiries, providing timely resolutions for requests related to reports, image sharing, and the physician portal. This role ensures smooth communication with referring physicians and escalates more complex issues to Level 2 Support (Marketing Account Managers) when necessary.
Job description
- Answer all post-service physician calls routed through the phone system or transferred, ensuring prompt and professional handling.
- Offer access to the Physician Portal for report requests and email results when required.
- Direct physicians to the appropriate website forms for image-sharing requests.
- Manage the physician image and report request queue, ensuring timely processing and triage.
- Handle report addendum requests, including corrections, modifications, and comparisons, resolving them fully.
- Reach out to referring physician offices to notify of urgent results in a timely manner.
- Manage doctor-to-doctor consult requests, ensuring effective coordination and resolution.
- Assist with physician portal enrollment by sending enrollment forms and ensuring smooth onboarding for new users.
- Gather necessary information for interface inquiries (e.g., physician/practice name, contact details, EMR system) and escalate to Level 2 Support for follow-up.
- Assist with CPT code lookups and insurance-related questions, providing resources such as the SDMI ordering guide.
- Transfer upset, urgent, or escalated calls directly to Level 2 Support for swift problem resolution.
- Escalate technical issues or urgent requests related to the Physician Portal to Level 2 Support.
- Maintain accurate notes in CRM and other relevant systems for effective follow-up and record-keeping.
Requirements
- High School Diploma or Equivalent
- Professional appearance
- Customer service experience a must
- Knowledgeable in Radiology procedures a plus
- Must possess excellent verbal and written communication skills
- Intermediate computer skills, specifically Microsoft products
- Willingness to learn organization specific software including but not limited to CRM, RIS, PACS, Order Management, Digital Fax Queues and Phone System
- Excellent interpersonal skills required for 1:1 contact with physicians and/or office personal, and all internal department employees
- Work as an effective team member with co-workers and other personnel
- Skill in organizing time to accommodate changes in workload and assignments in order to complete tasks in a timely manner
- Skill to pay attention to details and accuracy in completing tasks
- Willingly participate in cross-training activities within the department for own professional growth in order to contribute to the overall function of SDMI
- Respond positively to changes in assignments and priorities
- Awareness of responsibility to protect patient information
- Able to identify hazardous material in immediate work area
- Knows and follows all SDMI safety and evacuation guidelines, policies and procedures
- Comply with Universal Protection standards
- Assume responsibility for updating knowledge of current SDMI department policies and procedures, protocol and practices
- Demonstrate punctuality by reporting to work on time/satisfactory attendance record that complies with SDMI attendance policy
- Take full responsibility for all functions within job description and assure that all functions are completed before leaving SDMI at the end of the shift
Company overview
Steinberg Diagnostic Medical Imaging (SDMI) is a leading outpatient radiology provider based in Las Vegas, Nevada, founded in 1988. As a 100% locally owned and operated healthcare organization, SDMI has established itself as Southern Nevada's most trusted medical imaging provider for over three decades. The company operates multiple state-of-the-art facilities across the Las Vegas metropolitan area, offering comprehensive diagnostic imaging services including MRI, CT scans, PET/CT, 3D mammography, ultrasound, X-ray, nuclear medicine, and interventional radiology procedures. SDMI employs over 550 radiologists, technologists, and support staff who specialize in more than 2,000 different imaging procedures. The company is known for its commitment to patient-centered care, boasting a 98.3% patient satisfaction rating and investing annually in the latest imaging technology advancements. SDMI's radiologists are all accredited by the American Board of Radiology and many have sub-specialty fellowship training in areas such as interventional radiology, musculoskeletal imaging, women's imaging, and pediatric radiology. The organization maintains multiple accreditations including ACR Diagnostic Imaging Center of Excellence and operates with a mission to deliver exceptional patient experiences through compassion and cutting-edge technology.