Practice Assistant II - New Patient Coordinator General and GI Surgery
Brigham & Women's Hospital(BWH)

Job Info

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This role qualifies for a sign-on bonus of $750, making it a great opportunity to join the BWH - MGB team!

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Brigham and Women's Hospital is dedicated to:

• serving the needs of our local and global community

• providing the highest quality health care to patients and their families

• expanding the boundaries of medicine through research

• educating the next generation of health care professional

Brigham and Women's Hospital is committed to putting every Patient First. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women's Hospital. Your work will be distinguished by the delivery of high-quality and safe patient care, respect and dignity in all interactions with patients, families and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of your department and the organization.

This job description includes:

• General expectations for the position

• Addendum A - BWH Behavioral Competencies

• Addendum B - Job Specific Tasks and Responsibilities

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Actual job duties may vary by department (see Addendum B for more detail)

• Perform entry level administrative skills under general supervision.

• Answer and transfer telephone calls.

• Schedule and register patients for appointments/procedures, confirm appointments/procedures, prepare for patient visit by providing patient with all necessary information and completing all necessary tasks.

• Receive patient at arrival, verify and obtain all necessary information, and ensure forms are completed.

• Ensure all billing/fiscal information is completed and submitted after visit, including collection and daily reconciliation of any co-payments.

• Assist with training and orienting staff as needed.

• Provide cross coverage as needed.

• Assist with special projects as directed.

• Follow HIPAA guidelines for the management of patient privacy and confidentiality.

• Other duties, as assigned.

The Practice Assistant II acts as the front door to our busy general surgery practice. The role is part of our New Patient team, focused on answering incoming phone calls from patients and referring providers, as well as managing various referral inputs (Epic, fax, etc.). This person is responsible for scheduling appointments, using a scheduling system for support, and directing questions to the designated coordinator when needed.

- Work as part of a team of 4 in scheduling new patient appointments according to specialty, condition, and preference.

- Calls may consist of a variety of questions and scheduling factors including the patient's preferred location, surgeon, day and time, or procedure type. For more complex situations, the scheduler must partner with the patient to find the best option for their care.

- All employees are expected to always put the patient first.

- Verifies demographics, insurance and reason for appointment/laterality at time of the appointment.

- Refers patients to Patient Service Center (PSC) or departmental designee as warranted.

- Work collaboratively with the administrative team to assist with appointment slots when there is limited availability.

- Use the Automated Call Distribution (ACD) phone system to field calls from patients in an expedient and professional manner to schedule new appointments. This system will be used for all calls taken by the team.

- Request records when needed prior to new patient appointment date.

- Use dedicated 'admin' time throughout the day to handle items such as requesting records, communicating to the team, following up on emails, and attending regular team meetings and trainings.

- The individual can expect to work onsite for 1 month prior to moving to a hybrid work schedule (2-3 days in office). Computer should be provided by employee and appropriately encrypted if they wish to work remotely.

Qualifications
QUALIFICATIONS:

• High school diploma or GED required; post-high school education preferred.
• Minimum two years of applicable work experience required.
• Additional training in office systems preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Knowledge of practice operations and standards.
• Understanding of procedures including filing, copying, scanning, printing, and faxing.
• Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.
• Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner.
• Ability to manage work processes in a neat and orderly way and to sort and alphabetize.
• Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
• Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo, or interoffice note) and to take complete and accurate messages.
• Ability to type and enter data at an entry level. Entry level understanding of applicable systems.
• Understanding of the appropriate use and importance of related forms.
• Basic understanding and use of medical terminology.
• Basic comprehension of insurance types and referral process.
• Basic comprehension of registration and fiscal information.
• Knowledgeable and compliant with all hospital, State, and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

WORKING CONDITIONS:

Hospital based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle, and blood products.

HOSPITAL WIDE RESPONSIBILITIES:

Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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