Practice Assistant II

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. Our service 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 the department and the organization.

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

O Manages patient referrals and links them to scheduled office appointments.

O Triages and manages complex telephone calls, utilizing courteous customer service skills.

O Schedules patient appointments and coordinates the scheduling of diagnostic testing.

O Ensures the completeness of all required benefits eligibility, waivers, etc.

O Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.

O Understands financial services and self-pay resources and provides patients with information as needed.

O Provides coverage to the outpatient clinic front desk, performing all check -in and -out functions as outlined by the BWH Front Desk Standards of Operations.

O Utilizes ACD lines to schedule New, Existing and 2^nd post-operative appointments in an expedient and professional manner, adhering to service level standards. Provides excellent customer service. Ensures customer satisfaction and compliance with departmental and service standards.

O Ability to handle confidential and sensitive information in providing messaging to the providers and LPN's.

O The scheduler will utilize the Scheduling Algorithm and Questionnaire built into EPIC to ensure the patient is scheduled with the correct provider, at the correct location within the expected timeframe. This includes radiology needs as well.

O Works closely with the Practice Coordinator in monitoring work queue and metrics.

O Assists the Practice Coordinator with orientation, training and coaching of all new team members within the BWH MSC FXB Phone Team. This also includes identifying re-training subject matter and providing excellent customer service. Being a role model to ensure customer satisfaction and compliance with departmental and service standards.

O Provides support and information to patients and providers to problem solve and manage complex administrative issues.

O Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.

O Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.

O Provides cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed.

O Assists with training and orientation of new staff, where applicable.

O Works on special projects as directed.

O Performs all other tasks which would facilitate the flow of patients through the Multi-Specialty clinic or which enhance the quality of service to patients.

Level of education required:

O Minimum of a high school diploma or GED.

Work experience required:

O Minimum one-year applicable work in healthcare experience required.

O Some additional training in office systems or other post high school education preferred.

Technical skills required:

O Knowledge of practice operations and standards.

O Understanding of procedures including filing, copying, scanning, printing, and faxing.

O Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.

O Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.

O Organization Skills: 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.

O Writing Skills: 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.

O System Skills: Ability to type accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.

O Understanding of the appropriate use and importance of related forms.

O Intermediate understanding and use of medical terminology.

O Intermediate comprehension of insurance types and referral process.

O Intermediate comprehension of registration and fiscal information.

O 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

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. Our service 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 the department and the organization.

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

O Manages patient referrals and links them to scheduled office appointments.

O Triages and manages complex telephone calls, utilizing courteous customer service skills.

O Schedules patient appointments and coordinates the scheduling of diagnostic testing.

O Ensures the completeness of all required benefits eligibility, waivers, etc.

O Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.

O Understands financial services and self-pay resources and provides patients with information as needed.

O Provides coverage to the outpatient clinic front desk, performing all check -in and -out functions as outlined by the BWH Front Desk Standards of Operations.

O Utilizes ACD lines to schedule New, Existing and 2^nd post-operative appointments in an expedient and professional manner, adhering to service level standards. Provides excellent customer service. Ensures customer satisfaction and compliance with departmental and service standards.

O Ability to handle confidential and sensitive information in providing messaging to the providers and LPN's.

O The scheduler will utilize the Scheduling Algorithm and Questionnaire built into EPIC to ensure the patient is scheduled with the correct provider, at the correct location within the expected timeframe. This includes radiology needs as well.

O Works closely with the Practice Coordinator in monitoring work queue and metrics.

O Assists the Practice Coordinator with orientation, training and coaching of all new team members within the BWH MSC FXB Phone Team. This also includes identifying re-training subject matter and providing excellent customer service. Being a role model to ensure customer satisfaction and compliance with departmental and service standards.

O Provides support and information to patients and providers to problem solve and manage complex administrative issues.

O Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.

O Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.

O Provides cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed.

O Assists with training and orientation of new staff, where applicable.

O Works on special projects as directed.

O Performs all other tasks which would facilitate the flow of patients through the Multi-Specialty clinic or which enhance the quality of service to patients.

Level of education required:

O Minimum of a high school diploma or GED.

Work experience required:

O Minimum one-year applicable work in healthcare experience required.

O Some additional training in office systems or other post high school education preferred.

Technical skills required:

O Knowledge of practice operations and standards.

O Understanding of procedures including filing, copying, scanning, printing, and faxing.

O Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.

O Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.

O Organization Skills: 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.

O Writing Skills: 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.

O System Skills: Ability to type accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.

O Understanding of the appropriate use and importance of related forms.

O Intermediate understanding and use of medical terminology.

O Intermediate comprehension of insurance types and referral process.

O Intermediate comprehension of registration and fiscal information.

O 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