Practice Assistant II

2 weeks ago

Brookline, Massachusetts, United States Brigham and Women's Hospital Full time
Job Summary

Brigham and Women's Hospital is seeking a highly skilled and detail-oriented Practice Assistant II to join our team. As a Practice Assistant II, you will play a critical role in providing exceptional patient care and administrative support to our healthcare team.

Key Responsibilities
  • Manage patient referrals and link them to scheduled office appointments
  • Triage and manage complex telephone calls, utilizing courteous customer service skills
  • Schedule patient appointments and coordinate the scheduling of diagnostic testing
  • Ensure the completeness of all required benefits eligibility, waivers, etc.
  • Understand HMO, Managed Care, and other Third-Party Insurers
  • Function as a resource for patients around managed care plans, insurance, and referral issues, with an ability to perform electronic insurance verification
  • Understand financial services and self-pay resources and provide patients with information as needed
  • Provide coverage to the outpatient clinic front desk, performing all check-in and out functions as outlined by the BWH Front Desk Standards of Operations
  • Utilize ACD lines to schedule New, Existing, and 2nd post-operative appointments in an expedient and professional manner, adhering to service level standards
  • Provide excellent customer service, ensuring customer satisfaction and compliance with departmental and service standards
  • Ability to handle confidential and sensitive information in providing messaging to the providers and LPNs
  • 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
  • Work closely with the Practice Coordinator in monitoring work queue and metrics
  • Assist the Practice Coordinator with orientation, training, and coaching of all new team members within the BWH MSC FXB Phone Team
  • Provide support and information to patients and providers to problem solve and manage complex administrative issues
  • Completely perform and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection
  • Maintain confidentiality and privacy, which is consistent with HIPAA/PHI guidelines
  • Provide cross-coverage for other staff members for absences, vacations, etc., and during variations in workflow, as needed
  • Assist with training and orientation of new staff, where applicable
  • Work on special projects as directed
Requirements
  • 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
  • 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 email, 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.

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