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Practice Assistant II, Front Desk, Surgical Specialties

3 months ago

Boston, United States Brigham & Women's Hospital(BWH) Full time
Sign-on bonus eligible

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

Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.

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
  • Addendum C - Physical/Working Conditions

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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

Ø Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.

Ø Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.

Ø Coordinate calendar and schedules including: coordinate calendars for several manager, providers, or coordinate events for department.

Ø Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.

Ø Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.

Ø Perform transcription of dictated physician notes.

Ø Assist with training and orienting staff as needed.

Ø Provide cross coverage as needed.

Ø Assist with special projects as directed.

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

Ø Other duties, as assigned.

Addendum A: BWH Behavioral Competencies

1. People: Focus on serving the community through collaboration and respect

Inclusiveness

Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.

a) Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles

b) Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments

c) Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.

a) Practice active listening skills

b) Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles

c) Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience

d) Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships

Definition: Identifying opportunities and taking action to build relationships between one's area and other areas, teams, departments, units, or organizations to help achieve organizational goals.

a) Take initiative to support others and build productive relationships that will lead to a cohesive workplace

b) Interact effectively with other team members, departments and customers to accomplish organizational goals

Organizational Awareness

Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

a) Support and respect BWH's mission, vision, values and history

b) Understand and recognize how your individual role and department impacts the organization

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

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

a) Support and positively participate in organizational and/or job specific changes

b) Initiate appropriate action when change is needed

c) Be flexible and open to new ideas

d) Adapt to shifting priorities

Learning Oriented

Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.

a) Demonstrate openness to learning from successes and failures

b) Recognize and participate in learning opportunities

c) Seek and share best practices

Professionalism

Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.

a) Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures

b) Align behavior with the organizational mission and values

c) Practice respect in accordance to the BWH standards

d) Demonstrate responsibility, reliability, and trustworthiness

3. Organization: A commitment to quality, service and exceptional performance.

Quality and Safety Focus

Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

a) Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)

b) Adhere to established policies and procedures

c) Take action to prevent errors

d) Identify and report adverse events, errors and incidents

Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.

a) Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes

b) Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role

Problem Solving

Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.

a) Recognize actual and potential problems and take appropriate action towards a solution

b) Offer assistance, as needed, when a potential problem situation is observed

c) Use good judgment to keep manager informed of problems or issues, following department practice

Service Excellence

Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.

a) Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:

b) Engage with positive greetings and active listening

c) Empathize by expressing understanding

d) Educate throughout the information exchange

e) Enlist thoughts and ideas from others

4 4. General/Administrative Support: (required of all Administrative Support employees)

Information Gathering

Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.

a) Identify specific information needed to clarify a situation or to make a decision

b) Probe skillfully to get at the facts

Addendum B: Job Specific Duties and Responsibilities

The Front Desk Practice Assistant II is responsible for:

Ø High volume communication with patients, coordinators, departments, practices, and divisions within BWH and outside of BWH.

Ø Extensive daily communication and contact with many Clinical and Administrative Departments of BWH, as well as other medical facilities and organizations including the Brigham and Women's Physician Organization (BWPO). This requires routing factual and confidential information and a detailed knowledge of policies and procedures at this institution as the others.

Ø Ensuring that patient concerns are addressed and followed up within the division. Ensure that most recent insurance and referrals are available. Verify active and contracted insurance status.

Ø Composing routine correspondence to patients and physicians; extracting basic information from patient records. Engage with other departments and hospitals to coordinate services as needed.

Ø Works as a team member with all staff in the department to ensure smooth operation of the department, including participation in staff or faculty meetings, taking minutes, preparing agendas, and even coverage of other positions when necessary.

Ø Monitors daily schedule and exam room utilization-communicating with clinicians and patients/visitors to set expectations and maintain efficient flow.

Ø Handles all telephone calls and messages having to do with Stoma Clinic, triaging calls, as necessary, to appropriate personnel.

Ø Ensuring that patient concerns are addressed and followed up by the appropriate personnel within the division. Ensure that most recent data is available and has been examined by provider(s).

Ø Assists division management with all events and items regarding physician(s) including mailings, calling, event planning, fund raising, etc.

Ø Review and resolves all billing inquiries and issues for physician(s) practice under the guidance of the Practice Manager, Administrative Manager and/or Billing Manager. This may include physician(s) rejection report, credit balance report, and TES edits.

Ø Mails out copies of patient visit notes, pathology reports, radiology results, etc to all referring and coordinating physicians according to HIPPA and Division guidelines for physician(s).

Ø Provides administrative support including composing correspondence, completing forms, retrieving and delivering patient records and completing travel arrangements for clinician.

Ø Greets patients and directs visitors.

Ø Responds to requests for routine information or assistance within scope of knowledge.

Ø Enters work orders for Engineering, IT and Telecommunication related issues

Ø Orders all non-medical office supplies

Ø Reviews wrap up orders for virtual and in person appointments and schedules as appropriate

Ø Sorts faxes

Ø Scanning

Ø Triages in-basket messages

Ø Send letters and prep instructions to patients for procedures/surgeries

Ø Schedule appointments via the referral WQ

Ø Schedule colonoscopies

Ø Other tasks as needed

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

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

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

Ø Provide routine administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.

Ø Frequently review department and individual performance metrics; work continuously toward improvement goals.

Ø Assist with supply management for work area.

Ø Attend regular staff and small group meetings a huddles.

Ø Performs other duties, as assigned.

Qualifications
Level of education required:

• Bachelor's degree or equivalent work experience preferred.

• Prior administrative experience in a clinical operations setting (preferably within surgery).

• 3+ years experience with patient access and delivery systems, referrals and authorizations, billing functions and procedures, and/or financial analysis strongly preferred.

• Excellent computer skills: proficiency with Microsoft Outlook, Word, and Excel; insurance approval process; and clinical service billing.

Other experience required:
  • Excellent organizational skills.
  • Knowledge of Medical Terminology is preferred.
  • Computer knowledge required: Windows, MS Outlook, MS Word and MS Excel.
  • Ability to prioritize work and meet deadlines, and work under pressure.
  • Ability to use discretion in confidential matters.
  • Ability to read, write and articulate in English is required.
Technical skills required:

Ø Knowledge of practice operations and standards.

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

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

Ø 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.

Ø 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.

Ø 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. May respond directly on behalf of manager/provider without direction or instruction.

Ø System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.

Ø Intermediate understanding and use of medical terminology.

Ø Intermediate comprehension of billing and fiscal information.

Ø 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.