7. Ensure appropriate patient charges by
developing processes to monitor and
audit billing reports to reconcile billing errors.
1. Assess customer satisfaction with
imaging services using appropriate
tools (eg, patient and physician satisfaction surveys, focus groups, interviews) to enhance quality and serve
the interests of stakeholders.
2. Respond to survey results using
continuous quality improvement
methods to enhance customer satisfaction and meet organizational
3. Provide for the quality and appropriateness of patient care by coordinating
the development and implementation of medical protocols to adhere to
accepted standards of care.
4. Coordinate patient management
(eg, appointment times, resource
availability, transportation, etc) by
identifying and supplying necessary
resources to provide optimal imaging
5. Establish industry partnership by
building alliances to leverage negotiating power, maximize resources, and
develop new opportunities.
6. Differentiate imaging services from
those of competitors by developing
marketing and public relations plans
to maintain existing and attract new
7. Write policies and procedures following federal, state, and other regulatory
and accrediting guidelines to comply
with applicable standards and protect
patients and other stakeholders.
8. Enforce policies and procedures by
monitoring compliance and providing feedback to uphold applicable
9. Develop a quality management program using process improvement
tools to further enhance and complement the strategic goals of the organization.
Communication and Information
1. Foster interdisciplinary communication and collaboration by eliciting the
exchange of information to meet or
exceed customer service expectations
and achieve organizational objectives.
2. Develop action plans on a regular
basis by identifying areas that are
compliant/non-compliant with predetermined measures (eg, employee
retention, budget) to achieve organizational objectives.
3. Manage business and patient information (eg, images, demographics,
reports) by putting electronic and/or
manual systems in place to ensure its
integrity, confidentiality, and security.
4. Identify opportunities to enhance
involvement in the community by
participating in volunteer activities to
enhance public health awareness and
promote the organization’s presence
in the community.
Over the last decade, filmless imaging and
electronic health records have become
an integral part of the medical imaging
arena. At the center of the filmless imaging
environment is PACS. The move towards
electronic health records brought the
introduction of the radiology information system (RIS). Not only did the introduction of PACS and RIS eliminate the
need for film, film processors, chemicals,
paper medical records, and procedure
schedules; it introduced medical imaging
to the patient care advantages that could
be gained through the use of information
technology and information systems (ie,
teleradiology, electronic health records).
As the film and paper began to disappear,
so did the darkroom techs and file room
techs; these roles have been replaced by
PACS/RIS administrators must pos-
sess skill sets that bridge the domains of
a radiologic technologist, information
systems analyst, and imaging administra-
tor. According to experts, the PACS/RIS
administrator competencies can be placed
into three categories: behavioral, business,
and technical. 4 These categories are simi-
lar to those of the imaging administra-
tor’s human resources, operations, and
communication and information man-
agement competencies. A strong clinical
knowledge of medical imaging and medi-
cal terminology is also an essential job
function of the PACS/RIS administrator.
Core administrative (business) com-
petencies for this role include1:
• Relationship management: Success-
fully maintain positive working rela-
tionships with radiologists, referring
physicians, associates (technical staff),
vendors, facility administrators, orga-
nizational executives, and community
• Team building and teamwork: Effective selection, evaluation, and development of direct reports to maintain
high performing teams.
• Vision: Share a compelling, persuasive,
and optimistic view of the organization’s future and inspire the realization
of bold results.
• Communication skills: Effectively
demonstrate verbal, non-verbal, and
written communication skills with
diverse audiences; convey high levels
of self-confidence, transparency, sensitivity, and authenticity. Ability to
focus communications on the needs
of the listener and the other party’s
point of view.
• Financial acumen: Effectively utilize
financial processes/tools to ensure fiscally responsible use of resources.
Core technical competencies for this
• Workflow analysis
• Imaging protocols
• System management
• Physician and associate training
• Display protocol design, maintenance,
and trouble shooting