Practice Assistant II

2 months ago

Norwood, United States Brigham & Women's Hospital(BWH) Full time

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 familie

• 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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 troubleshoots insurance issues as appropriate.

Assist with training and orienting staff as needed.

All staff must adhere to the Where We Work Policies and Procedures.

On-site presence will be required for all work, routine staff meetings and training

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

Qualifications

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

• Minimum one year of applicable work experience required. Primary Care experience preferred.

• 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.

Critical Thinking Skills:

• Ability to prioritize urgency of incoming calls and direct to the appropriate resource, while following established practice protocols.

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 applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

WORKING CONDITIONS:

Onsite location:

  • 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 Behavioral Competencies

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

Inclusiveness: 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.

• Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or style

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

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

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

• Practice active listening skill

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

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

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

Building Collaborative Relationships: 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.

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

• Interact effectively with other team members, departments, and customers to accomplish organizational goals.

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

• Support and respect BWH's mission, vision, values, and history

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

• Support and positively participate in organizational and/or job specific change

• Initiate appropriate action when change is needed

• Be flexible and open to new idea

• Adapt to shifting priorities.

Learning Oriented: 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.

• Demonstrate openness to learning from successes and failure

• Recognize and participate in learning opportunitie

• Seek and share best practices.

Professionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures always.

• Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies, and procedure

• Align behavior with the organizational mission and value

• Practice respect in accordance with the BWH standard

• Demonstrate responsibility, reliability, and trustworthine

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

Quality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

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

• Adhere to established policies and procedure

• Take action to prevent error

• Identify and report adverse events, errors, and incidents.

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

• Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcome

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

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

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

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

• Use good judgment to keep manager informed of problems or issues, following department practice.

Service Excellence: 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:

• Engage with positive greetings and active listening

• Empathize by expressing understanding

• Educate throughout the information exchange

• Enlist thoughts and ideas from others.

4. General/Administrative Support:

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

• Identify specific information needed to clarify a situation or to make a decision.

• Probe skillfully to get at the facts.

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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