Practice Assistant II BWH Maternal Fetal Medicine

Sign-on bonus eligible

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

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.

This job description includes:

•General expectations for the position

•Addendum A - BWH Behavioral Competencie

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

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

Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.

May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.

Utilize knowledge of HMO's, managed care and other third party insurers, and troubleshoot insurance issues as appropriate.

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.

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

Level of education required:

Minimum of a high school diploma or GED.

Work experience required:

Minimum one year applicable work experience required.

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

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

Technical skills required:

Knowledge of practice operations and standards.

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

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

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.

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.

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.

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.

Intermediate understanding and use of medical terminology.

Intermediate comprehension of insurance types and referral process.

Intermediate 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.

Understanding of the appropriate use and importance of related form

HOSPITAL WIDE RESPONSIBILITIES: These are required of all staff, regardless of position. Do not remove these standards.

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 Behavioral Competencies (required of all employees)

I. People Cluster

1. 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 style

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

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

2. Open Communication

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

a) Practice active listening skill

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

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

d) Express oneself clearly and professionally in one's verbal, non-verbal, written, and electronic communication

3. 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 goal

4.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 one's individual role and department impacts the organization

II. Self Management Cluster

1. Embracing Change

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

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

b) Initiate appropriate action when change is needed

c) Be flexible and open to new idea

d) Adapt to shifting prioritie

2. 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 failure

b) Recognize and participate in learning opportunitie

c) Seek and share best practice

3.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 procedure

b) Align behavior with the organizational mission and value

c) Practice respect in accordance to the BWH standard

d) Demonstrate responsibility, reliability, and trustworthine

III. Organization Cluster

1. 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 procedure

c) Take action to prevent error

d) Identify and report adverse events, errors and incident

2. 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 outcome

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

3. 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

4. Service Excellence

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

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

a) Engage with positive greetings and active listening

b) Empathize by expressing understanding

c) Educate throughout the information exchange

d) Enlist thoughts and ideas from other

e) End interactions professionally, which includes a clear resolution or next step

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

1. 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 fact

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:

Technical skills required:

•Knowledge of practice operations and standards.

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

Phone skills:

•Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.

Verbal skills:

•Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner.

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.

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.

System Skills:

•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

BWH Behavioral Competencies (required of all employees)

I. People Cluster1. 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.

1. 1. 1. Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
      2. Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
      3. Be professional when approached about behaviors that might be perceived as disrespectful
      4. 2. Open Communication
      5. Practice active listening skills
      6. Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
      7. Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for one's audience
      8. Express oneself clearly and professionally in one's verbal, non-verbal, written, and electronic communication
      9. 3. Building Collaborative Relationships
      10. Take initiative to support others and build productive relationships that will lead to a cohesive workplace
      11. Interact effectively with other team members, departments and customers to accomplish organizational goals
      12. 4. Organizational Awareness
      13. Support and respect BWH's mission, vision, values and history
      14. Understand and recognize how one's individual role and department impacts the organization
      15. II. Self Management Cluster
      16. 1. Embracing Change
      17. Support and positively participate in organizational and/or job specific changes
      18. Initiate appropriate action when change is needed
      19. Be flexible and open to new ideas
      20. Adapt to shifting priorities
      21. 2. Learning Oriented
      22. Demonstrate openness to learning from successes and failures
      23. Recognize and participate in learning opportunities
      24. Seek and share best practices

5/26/2011 Page 3 of 4 5/26/2011 Page 4 of 4

3. Professionalism

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

1. 1. 1. Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
      2. Align behavior with the organizational mission and values
      3. Practice respect in accordance to the BWH standards
      4. Demonstrate responsibility, reliability, and trustworthiness
      5. III. Organization Cluster
      6. 1. Quality and Safety Focus
      7. Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
      8. Adhere to established policies and procedures
      9. Take action to prevent errors
      10. Identify and report adverse events, errors and incidents
      11. 2. Efficiency and Performance Improvement
      12. Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
      13. Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role

3. 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.

1. 1. Recognize actual and potential problems and take appropriate action towards a solution
   2. Offer assistance, as needed, when a potential problem situation is observed
   3. Use good judgment to keep manager informed of problems or issues, following department practice
   4. 4. Service Excellence
   5. Engage with positive greetings and active listening
   6. Empathize by expressing understanding
   7. Educate throughout the information exchange
   8. Enlist thoughts and ideas from others
   9. End interactions professionally, which includes a clear resolution or next steps

IV. General/Administrative Support: (required of all Administrative Support employees)1. Information Gathering

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

1. Identify specific information needed to clarify a situation or to make a decision
2. Probe skillfully to get at the facts

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

Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.

---