Manager Radiology Support Services

SUMMARY:

The Manager Diagnostic Imaging Support Services reports to the Director of Diagnostic Imaging Operations. The incumbent is responsible for planning, implementing, managing and evaluating directly or through supervisory staff administrative support operations for Brown University Health’s Diagnostic Imaging division which includes Rhode Island and The Miriam hospitals. Clerical functions include out-patient scheduling and registration, coding, billing and reimbursement, and image and documentation records maintenance. Technologist aides and assistants function includes administrative and clinical support for the radiology department.  Ensures all activities represent highest level of quality and customer service standards through evaluation of current services and processes, recommending and implementing change to meet/exceed standards. Manages group of approximately 30, including first line supervisors and clerical support staff.

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

In addition, our leaders will demonstrate an aptitude for:

Ensure Accountability and Build Effective Teams

Drive Vision and Purpose and Optimize Work Processes

By applying core and leadership competencies, leaders help Brown University Health achieve its strategic goals.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Participates with the DI Director in development and implementation of customer-focused and coordinated delivery of diagnostic imaging support services. Develops and implements related policies, procedures and practices; ensures all support services activities represent highest levels of quality and customer service standards. Communicates standards to staff, monitoring activities to ensure continued awareness and adherence to established standards. Continually evaluates services, assessing opportunities for process improvement, implementing change as appropriate as part of continual quality improvement plan.

Facilitates effective utilization of resources including people, financial and material by developing goals and objectives for Diagnostic Imaging support services in conjunction with department administrator and in consideration of the strategic plan. Identifies resources required to achieve operating results and advocates for them during resource allocation. Annually develops and recommends capital and operating budget for area of responsibility. Monitors monthly expenses, reviews and reconciles reported variances and takes appropriate corrective action to control expenses.

Interviews, selects, orients, trains, schedules, develops and evaluates subordinate staff. Develops annual performance objectives for supervisory staff to support key initiatives and priorities of division. Provides direction and guidance to direct-report supervisors in establishing subordinate staff performance objectives. Assesses need for and makes recommendation for corrective action, up to and including termination as appropriate. Creates employee ownership for their careers and success by providing staff with positive and action-oriented feedback to maximize utilization and potential of organization’s human resources

Serves as role model to staff by continuously demonstrating Brown University Health’s values and principles, creating and maintaining effective and positive customer service relationships. Ensures customer needs are meet in a timely and effective manner, responding appropriately to difficult interactions and educating all staff on importance of quality customer service. Maintains effective employee and labor relations, ensuring work environment is conducive to discussion of work-related concerns and issues. Ensures compliance with collective bargaining agreements and human resources policies.

Effectively and regularly communicates with staff, management and customers to facilitate flow of information necessary to success of all.

Manages directly or through first-line supervisory staff the department’s administrative support activities which include:

• Out-patient appointment scheduling and pre-registration process
• Patient records development and management
• Third-party pre-authorization process
• Management of images
• Results Management
• Technologist aides and assistants support
• Reimbursement denial reconciliation

Working in collaboration with Manager Diagnostic Imaging Information Systems, ensures electronic systems are developed to support timely and accurate information flow to staff to enable them to effectively perform their duties.

Directs accurate and timely coding and billing of diagnostic imaging services. Ensures all activities are in compliance with regulatory policies and Brown University Health payor guidelines. Manages all open accounts and denial/repeal process. Provides for audit, research and reconciliation of denials and other reimbursement issues, e.g. coding errors, missing charges, duplicate billing, etc.

Develops and manages centralized services for scheduling of all routine out-patient diagnostic imaging exams across Brown University Health system. Designs, develops, implements, evaluates and manages practices related to administrative support activities in support of out-patient diagnostic imaging studies.

Monitors and manages quality and timeliness of services to meet or exceed each affiliate’s requirements for diagnostic imaging scheduling support, clinical support, patient records development and maintenance, pre-authorization of exams by third party payors, and coding/billing account reconciliation. Directs the preparation and maintenance of regular and ad hoc reports of support services activities, including statistics, trends and the like.

Participates or takes leadership role in various committees or teams as directed by the DI Director. Participates in Brown University Health Imaging Operations Leadership team, and other local affiliate teams as appropriate.

BASIC KNOWLEDGE:

Bachelor’s degree in Business Administration, Health Administration or related field preferred.

EXPERIENCE:

Three to four years related management experience, preferably gained in a similarly large and complex healthcare organization.  Experience must demonstrate ability to effectively organize and manage multi-function administrative support staff; representing high standards for customer service.  Experience must reflect effective interpersonal skills and problem-solving abilities.  Familiarity with diagnostic imaging services, healthcare coding and billing processes and related regulatory standards is highly preferred.

WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:

Normal office environment.

SUPERVISORY RESPONSIBILITY:

Manages up to 50 FTEs (support and first-line supervisory staff).

Pay Range:

$60,211.42-$99,331.96

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:

The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type:

8:30a-5:00p

Work Shift:

Day

Daily Hours: 

8 hours

Driving Required:

No