Practice Assistant II

BRIGHAM AND WOMEN'S HOSPITAL

Job Title: BWPO Practice Assistant II Date: 08/28/2024

Job Code: 003354 Grade: 893A FLSA Status: Non-exempt

Reports To: Practice Coordinator

Brigham and Women's Primary Care Associates, Longwood, to be located in the Longwood Medical Area near our Brigham and Women's Hospital main campus, is an internal medicine practice opening in January 2015. Our goal is to create an environment that maximally fosters healing relationships between patients and their health care team, while supporting an outstanding educational experience for future members of that healthcare team. Brigham and Women's Comprehensive Primary Care Center will test innovative models of primary care delivery. It will be continually improving in a way that is accessible to being studied and disseminated. The practice must meet the health needs of the local community, Brigham and Women's employees and dependents, and contribute to improved population health. It must be financially sustainable and scalable to all primary care practices in the Brigham system.

The practice will work toward being certified at the highest level as a Patient-Centered Medical Home.

We are looking for practice secretaries to be part of our team. We believe that practice assistants are all important first impression of our practice. Furthermore, as advocates for our patients and their families, they make it easier for to navigate the healthcare system, making sure everyone receives the care they need.

* Creating an unparalleled experience for our patients and their families

* Appointment scheduling

* Responding to requests from patients, families, and co-workers in person, by phone and by e-mail

* Using knowledge of access to meet needs of patient while best utilizing the multiple types of ways patients can interact with their healthcare team

* Including shared medical appointments and e-visits

• prepare for patient visits by providing patients with all necessary information and completing all necessary tasks

* Tracking and addressing no shows and cancellations

* Continuously improving scheduling templates

* Checking in patients

* Continuously updating contact information and preferences

* Continuously updating attribution to correct practitioner

* Collect co-pays

* Ensures all forms are completed

* Checking out patients

* Including generating after visit summaries

* Scheduling and tracking diagnostic testing and specialty referrals

* Use of computerized reminders per protocol

* Courteously helps patients and families to navigate the practice and the healthcare system

* Whether in person, by phone, or by email

* Clearly answers questions when able and appropriate

* When necessary, transfers the patient to the right person to meet their need.

* When necessary, takes complete and accurate messaged and follows through to make sure patient's need is addressed

* Assists healthcare team to which they are assigned in administrative tasks

* Participate in process improvement groups

* Assist co-workers in their duties (within the limitations of training and scope of practice)

* All other duties as prescribed

• Education: Minimum of a high school diploma or equivalent. Some additional education or post high school training preferred. Associates or Bachelor's Degree a plus, but not required.
• 1-3 years of experience in similar setting working with the public

• Customer focused and patient-centered.
• Enjoys being part of a diverse team
• Ability to multi-task
• Comfortable with change

• Understanding of office procedures including filing, copying, scanning, printing, and faxing.
• Phone skills: Ability to use phone system, answer and screen calls
• Verbal skills: Ability to answer questions and give information as appropriate, and communicate in a professional, courteous, clear and concise manner.
• Understanding of medical terminology
• Problem solving skills
• Self-starter
• Ability to follow established protocols
• Writing skills: Ability to take accurate and complete messages, and to generate brief letters.
• Organization skills: Ability to manage work processes in a neat and orderly way. Ability to follow instructions.
• System skills: Basic computer literacy and understanding of office systems, ability to type and enter data.
• IT skills including clinical messaging, Epic, e-mail, Microsoft word

* Insurance

o Keep up-to-date information on insurance plans accepted by BWPO

o Provide information to patients, providers and other staff about which insurance plans are and are not accepted by BWPO

QUALIFICATIONS:

• High school diploma or GED required; post-high school education preferred.
• Minimum one year 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.

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.