Administrative Assistant I / 40 Hour / Days / Plastic Surgery
Brigham & Women's Hospital(BWH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

• 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:

These items should be evaluated throughout the year and included in the written annual evaluation.
Actual job duties may vary by department (see Addendum B for more detail)

• Provides general, entry level administrative support to managers, staff, providers and/or PIs under general supervision.
• Provides routine administrative support such as: typing memos and letters, answering and transferring telephone calls, and taking and distributing messages.
• Coordinates calendar and schedules including: scheduling appointments, coordinating meetings, and making travel arrangements.
• Proofreads and edits manuscripts, performs library or literature searches, and helps to create and edit presentation materials.
• Helps to prepare and edit grant applications and other related materials.
• Performs transcription of dictated physician notes.
• Assists with training and orienting staff as needed.
• Provides cross coverage as needed.
• Assists with special projects as directed.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• Other duties, as assigned.

Addendum A

BWH Behavioral Competencies (required of all employees)
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.

• Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
• Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
• 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.

• Practice active listening skills
• Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
• 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
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.

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

• Support and positively participate in organizational and/or job specific changes
• Initiate appropriate action when change is needed
• Be flexible and open to new ideas
• 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.

• Demonstrate openness to learning from successes and failures
• Recognize and participate in learning opportunities
• Seek and share best practices

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

• Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
• Align behavior with the organizational mission and values
• Practice respect in accordance to the BWH standards
• 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.

• Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
• Adhere to established policies and procedures
• Take action to prevent errors
• 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.

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

• 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
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:

• 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: (required of all Administrative Support employees)
Information Gathering
Definition: 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

ADDENDUM B

Position Summary:

The New Patient Coordinator (NPC) is a member of the Patient Intake and Experience team within the Division of Plastic and Reconstructive Surgery. This team is charged with ensuring new patients are paired with our providers efficiently, effectively, and with exceptional customer service.

The NPC will serve as the first point of contact for new patients contacting the Division. This role is responsible for being knowledgeable about the services, providers, and financial policies of the Division. The NPC will utilize established processes and independent judgement to connect patients to appropriate providers and answer their questions. The NPC may also assist with appointment confirmation and insurance approvals, as needed.

This position reports to the Patient Intake Team Program Coordinator.

PRINCIPAL DUTIES AND RESPONSIBILITIES: I

• Ensure all new patient inquiries are addressed quickly and effectively with excellent customer service including: the Division mainline phone number, the eReferral WQ, and the Division email inbox.
• Maintain referral tracking records in accordance with Division policies.
• Follow standard handoff policies and procedures for connecting new patients with a provider or other office within BWH.
• Assist with scheduling, confirmation, and billing functions for outpatient services.

• All other duties as assigned. Cross-coverage as necessary within patient intake and experience team and Division administrative assistant team.

QUALIFICATIONS:

• Experience in a healthcare environment preferred.
• Understanding of billing, information systems, and knowledge of medical terminology preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Exceptional customer service skills
• Excellent organizational, analytical, time management and problem-solving skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with a socially diverse patient population visiting their physicians for conditions that may be life threatening, coping with anxiety and stress often created in such situations
• Must understand and function effectively in a fast-paced challenging environment
• Proficiency with computers including word processing and data entry
• Excellent interpersonal skills
• Requires ability to obtain detailed knowledge of insurance requirements including Medicare, HMO and fee for service billing.
• Ability to handle sensitive information.

WORKING CONDITIONS: Describe the conditions in which the work is performed.

• Fast paced, team-oriented, hospital-based ambulatory practice.

Qualifications
QUALIFICATIONS:
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:
Technical skills required:

• Knowledge of office 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 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, following 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 effectively. Entry level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
• Basic understanding and use of medical terminology.
• Basic comprehension of billing 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.

Competencies required:
See Addendum A

HOSPITAL WIDE RESPONSIBILITIES: These are required of all staff, regardless of position.
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.

This job has expired.