SUMMARY: Under the supervision of the department director, this position is responsible for overall clerical functions of the Diagnostic Imaging Support Services Department. Provides training programs and functions as customer advocate in a responsive and proactive manner. These responsibilities include, but are not limited to, patient processing, scheduling and file room services. Functions as the primary service advocate for outpatient services by working with key department personnel to address and resolve customer complaints. The position is responsible for all clerical processes for the Diagnostic Imaging Support cost center (approximately 70 employees) and has direct supervisory responsibility for 30 FTEs at RIH and Hasbro. Brown University Health employees are expected to successfully role model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done. The core Success Factors include: Instill Trust and Value Differences Patient and Community Focus and Collaborate RESPONSIBILITIES: Interviews, hires, and supervises, trains and evaluates clerical support staff in the support services cost center. As appropriate takes necessary corrective action, including recommending discharge of staff. Ensures staff is properly trained in functions, including development and maintenance of effective customer relations, maintenance of patient confidentiality. Ensures that established policies are observed; provides for training as new policies/procedures/technology are introduced.Works with the department director and Managers to establish overall quality of clerical services and the uniformity of clerical processes throughout the Diagnostic Imaging Department. Evaluates the day-to-day operational dynamics of the sections with respect to efficiency of staff and quality of services. Uses resources and makes changes as needed to optimize these resources as measured against demands for timely high quality services. Recognizes operational and staffing issues early in their development and takes timely and appropriate corrective action. Establishes appropriate priorities to resolve problems in the division and updates and advises the department director on how these situations are or may be addressed. Functions as the primary service advocate for outpatient services by working with key department personnel to address and resolve customer complaints.Evaluates the performance of directly assigned staff and sets performance standards for the clerical employees in each section in conjunction with evolving department philosophies and expectations, and initiates effective employee counseling while supporting the basic HR related procedures. Works to resolve employee grievances using union contract and Rhode Island Hospital HR policies for guidance.Prepares daily work schedules for directly assigned staff, assuring adequate coverage at all times; adjusts schedules as necessary as a result of anticipated/emergent staff shortages in a timely manner that supports evolving department and hospital HR policies the union contract for guidance. Tracks employee attendance and takes appropriate action when these attendance policies are not followed.Prepares and maintains various records, including attendance records, productivity reports, payroll records and the like.Regularly reviews work in progress in order to ensure activities accomplished are done so accurately and in timely manner; functions as resource person to others in order to clarify/resolve problems encountered by staff.Ensures that office equipment utilized in the area of responsibility is properly maintained; arranges for repair/replacement as necessary.Helps evaluate and investigates new technology such as automated systems, work modification, etc. that may provide for more effective and efficient workflow.As necessary, performs functions of subordinate group; may assist Department Director with special projects that are needed to improve operations or implement new initiatives.Solicits input as needed from Managers regarding performance of the section’s clerical staff to provide feedback during performance evaluations.Exercises independent thinking and functions as the principle advocate for private physicians, their office staff, and for patients to resolve clerical problems.Helps develop and updates policies as needed regarding clerical operations for the overall Department.Works with department information systems personnel to implement changes in processes, and / or makes modifications that will improve operations, especially regarding Lifechart, LifeImage, PACS and other informatics programs.Conducts employee orientation for new staff members, develops, and implements in-service training programs for incumbent staff to help assure consistency of process, consistency of service, and overall quality of clerical services. Works with the Learning Center to develop new training programs as defined by the department.Works with department billing personnel to help assure proper information is entered, to support proper revenue cycle processes.br class=Apple-interchange-newline MINIMUM QUALIFICATIONS: BASIC KNOWLEDGE: Minimum education equal to a high school degree required, with training in personal computers and large-scale information systems is preferred.Possesses sufficient overall knowledge of associated functions to effectively plan, direct, and evaluate work of clerical workers.Possesses sufficient interpersonal and communication skills to train and coach staff regarding current or new processes, and demonstrate sufficient maturity and experience to demonstrate how effective customer relations can improve overall customer satisfaction.Must have sufficient analytical skills to evaluate effectiveness of workflow, make recommendations for change by collecting and analyzing management reports.A level of knowledge generally obtained through completion of one year formal training beyond high school in secretarial / business program.The office skills, analytical and organizational ability to prepare departmental master staffing schedule and to effectively plan and coordinate departmental clerical and secretarial functions.Supervisory ability to guide, develop and direct activities of clerical support personnel.Interpersonal and communication skills to explain staffing and personnel decisions to departmental employees, to counsel subordinate staff and to exchange information with Hospital personnel.Proficient typing skills.Demonstrated knowledge and skills necessary to provide care to patients with consideration of aging processes, human development stages and cultural patterns in each step of the care process.EXPERIENCE:Two years of progressively more responsible work related experience is required.WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:Normal office environment with some exposure to trace anesthesia gases when checking activities of subordinates on OR floor.Considerable walking to check activities of subordinate staff at various locations within department and to exchange materials with other Hospital departments.SUPERVISORY RESPONSIBILITYupervisory responsibility for up to five full-time equivalent positions.br class=Apple-interchange-newline

Pay Range:

$24.29-$40.07

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903

Work Type:

M-F 7am to 330pm

Work Shift:

Day

Daily Hours: 

8 hours

Driving Required:

No