Practice Assistant II, BWH International Patient Center
Brigham & Women's Hospital(BWH)

Boston, Massachusetts


PRACTICE ASSISTANT II / DAY / 40 HOURS / BWH - International Patient Center

Description

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
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 at highest competency level.
  • Provide cross coverage as needed.
  • Assist with special projects as directed.
  • Manage the flow of walk in's and scheduled patients
  • Follow HIPAA guidelines for the management of patient privacy and confidentiality.
  • Other duties, as assigned
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:

Job Specific Standards
  • Warmly greets all patients, customers and visitors into the practice. Ascertain whether the patient or the customer has an appointment.
    • For all patient appointments, verify the patient's identity using 2 BWH acceptable identifiers. Verify the patient's appointment time and provider.
    • Check in the patient in the BWH scheduling system in accordance with the department's guidelines.
    • Alert clinical support staff of any special needs or special attention needed for arriving patient, including fall risk, contact precautions or VIP patient.
    • For any patient who does not have a scheduled appointment, work within the established practice protocols to determine how best to serve the patient's needs.
    • For other appointments, notify the appropriate party regarding the customer or visitor's arrival.
  • During the arrival process, distribute relevant institutional and practice specific forms, medication reconciliation form, consent for treatment form and privacy notice forms. Request that forms be returned to the Reception desk upon completion, when appropriate.
    • Requests that patients verify the accuracy of all demographic and insurance information on the facesheet and provide instructions as to how updates can be made. Identify patients who are not able to perform this task and offer to provide assistance.
  • Based on practice protocols resolve any outstanding financial issues prior to and following scheduled appointments.
    • Obtain referral and authorization numbers using electronic solutions as required.
    • Verify insurance coverage and resolve any coverage issues using electronic solutions.
    • Review referral discrepancies as necessary
  • Other duties and responsibilities will include:
    • Cross coverage for front office positions
    • Assume responsibility for processing the Practice's daily billing in a consistently timely and accurate fashion, in accordance with Practice protocols. This may include performing any or all of the following tasks, as instructed:
      • Review encounter forms thoroughly and accurately on the date of service.
      • Ensure that all services and diagnoses are correctly indicated and correctly linked. Ensure that any service or diagnosis indicated manually is appropriately coded on the charge voucher.
      • On a daily basis, perform a reconciliation of charges completed to number of patients arrived. Investigate discrepancies and ensure that a charge voucher gets completed for each patient.
      • Ensure that payment batches are completed in accordance with criteria established by Departments Cash Collection Policy. Submit batches within 48 hours of the date of service.
      • Perform all billing-related activities in a manner that is consistent with all aspects of the Billing Compliance Program.
  • Assume primary responsibility for scheduling patient appointments. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. In accordance with departmental protocols, adjust master templates, overbook and/or add clinical time to physician's schedules in order to accommodate with either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients and referring physicians' scheduling needs are accommodated.
    • Maximize the utility of the scheduling application by accessing all available scheduling data and resources. Utilize the scheduling application in a manner that supports optimal access, appropriate appointment arrangements, and thorough documentation of relevant requirements. Obtain all necessary information in order to ensure that the patient is scheduled with the most appropriate provider.
    • If the next available appointment exceeds a reasonable timeframe (as established by the Practice), or if the patient or referring physician expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work with Practice management to determine if an accommodation can be made in order to provide the patient with an earlier appointment. Follow-up with the patient or referring physician's office as appropriate.
    • When canceling an appointment, treat patients kindly and professionally. Inquire as to whether/when they would like to reschedule the appointment.
    • Optimize access and satisfaction by maintaining and working the appointment wait list.
    • Work the physician's cancellation (bump) list as required. Ensure that any outbound calls activities are conducted at appropriate times in order to ensure that incoming call volume is appropriately managed.
    • Make appointment reminder calls in accordance with departmental protocols.
    • Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.
  • Answer incoming telephone lines in a timely fashion, using the Practice standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone.
    • Adhere to Practice standards related to amount of time logged in as an agent, amount of time available for taking calls, and number of outbound calls.
    • Adhere to relevant standards related to placing calls on hold and transferring calls.
    • Adhere to relevant standards related to voicemail and the management of internal lines.
    • Respond to telephone messages within established timeframes.
    • Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH, BWPO and the Practice.
    • In addition to utilizing available resources to address specific inquiries and concerns regarding general information such as parking, location, and directions, and make customers aware of resources that are readily available to them
  • Perform patient registration and enter patient into IPC CRM
  • Support Patient Program manager's, Clinical team and management team as directed.

  • Other

    Schedule requirements:
  • Flexible Shift eligible
  • Alternate Work Schedule is not available for this position
  • This position requires a 40 hour/5 day work week (Monday - Friday). Hours as needed by Department.
  • Occasional overtime may be required


  • Qualifications
    PRACTICE ASSISTANT II / DAY / 40 HOURS / BWH - International Patient Center

    Description

    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
    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 at highest competency level.
    • Provide cross coverage as needed.
    • Assist with special projects as directed.
    • Manage the flow of walk in's and scheduled patients
    • Follow HIPAA guidelines for the management of patient privacy and confidentiality.
    • Other duties, as assigned
    JOB SPECIFIC DUTIES AND RESPONSIBILITIES:

    Job Specific Standards
  • Warmly greets all patients, customers and visitors into the practice. Ascertain whether the patient or the customer has an appointment.
    • For all patient appointments, verify the patient's identity using 2 BWH acceptable identifiers. Verify the patient's appointment time and provider.
    • Check in the patient in the BWH scheduling system in accordance with the department's guidelines.
    • Alert clinical support staff of any special needs or special attention needed for arriving patient, including fall risk, contact precautions or VIP patient.
    • For any patient who does not have a scheduled appointment, work within the established practice protocols to determine how best to serve the patient's needs.
    • For other appointments, notify the appropriate party regarding the customer or visitor's arrival.
  • During the arrival process, distribute relevant institutional and practice specific forms, medication reconciliation form, consent for treatment form and privacy notice forms. Request that forms be returned to the Reception desk upon completion, when appropriate.
    • Requests that patients verify the accuracy of all demographic and insurance information on the facesheet and provide instructions as to how updates can be made. Identify patients who are not able to perform this task and offer to provide assistance.
  • Based on practice protocols resolve any outstanding financial issues prior to and following scheduled appointments.
    • Obtain referral and authorization numbers using electronic solutions as required.
    • Verify insurance coverage and resolve any coverage issues using electronic solutions.
    • Review referral discrepancies as necessary
  • Other duties and responsibilities will include:
    • Cross coverage for front office positions
    • Assume responsibility for processing the Practice's daily billing in a consistently timely and accurate fashion, in accordance with Practice protocols. This may include performing any or all of the following tasks, as instructed:
      • Review encounter forms thoroughly and accurately on the date of service.
      • Ensure that all services and diagnoses are correctly indicated and correctly linked. Ensure that any service or diagnosis indicated manually is appropriately coded on the charge voucher.
      • On a daily basis, perform a reconciliation of charges completed to number of patients arrived. Investigate discrepancies and ensure that a charge voucher gets completed for each patient.
      • Ensure that payment batches are completed in accordance with criteria established by Departments Cash Collection Policy. Submit batches within 48 hours of the date of service.
      • Perform all billing-related activities in a manner that is consistent with all aspects of the Billing Compliance Program.
  • Assume primary responsibility for scheduling patient appointments. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. In accordance with departmental protocols, adjust master templates, overbook and/or add clinical time to physician's schedules in order to accommodate with either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients and referring physicians' scheduling needs are accommodated.
    • Maximize the utility of the scheduling application by accessing all available scheduling data and resources. Utilize the scheduling application in a manner that supports optimal access, appropriate appointment arrangements, and thorough documentation of relevant requirements. Obtain all necessary information in order to ensure that the patient is scheduled with the most appropriate provider.
    • If the next available appointment exceeds a reasonable timeframe (as established by the Practice), or if the patient or referring physician expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work with Practice management to determine if an accommodation can be made in order to provide the patient with an earlier appointment. Follow-up with the patient or referring physician's office as appropriate.
    • When canceling an appointment, treat patients kindly and professionally. Inquire as to whether/when they would like to reschedule the appointment.
    • Optimize access and satisfaction by maintaining and working the appointment wait list.
    • Work the physician's cancellation (bump) list as required. Ensure that any outbound calls activities are conducted at appropriate times in order to ensure that incoming call volume is appropriately managed.
    • Make appointment reminder calls in accordance with departmental protocols.
    • Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.
  • Answer incoming telephone lines in a timely fashion, using the Practice standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone.
    • Adhere to Practice standards related to amount of time logged in as an agent, amount of time available for taking calls, and number of outbound calls.
    • Adhere to relevant standards related to placing calls on hold and transferring calls.
    • Adhere to relevant standards related to voicemail and the management of internal lines.
    • Respond to telephone messages within established timeframes.
    • Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH, BWPO and the Practice.
    • In addition to utilizing available resources to address specific inquiries and concerns regarding general information such as parking, location, and directions, and make customers aware of resources that are readily available to them
  • Perform patient registration and enter patient into IPC CRM
  • Support Patient Program manager's, Clinical team and management team as directed.

  • Other

    Schedule requirements:
  • Flexible Shift eligible
  • Alternate Work Schedule is not available for this position
  • This position requires a 40 hour/5 day work week (Monday - Friday). Hours as needed by Department.
  • Occasional overtime may be required


  • Qualifications

    QUALIFICATIONS:
  • High school diploma or equivalent required, Bachelor's degree preferred.
  • Comparable work experience in medical environment preferred.
  • Comparable work experience in customer service role preferred.

  • SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
  • Demonstrates exceptional customer service skills, focusing on creating the ideal patient experience. Must have the ability to use judgment when appropriate, think independently and creatively when resolving customer issues.
  • Must have solid interpersonal skills and the ability to establish and maintain effective relationships with patients, physicians, management and fellow staff.
  • Must demonstrate behaviors that foster teamwork. Must be an active team player.
  • Capability of multi-tasking in a busy environment.
  • Excellent verbal and written communication skills. Must be able to communicate clearly and accurately,
  • Knowledge of physician billing, third party payers, and insurance practice.
  • Respect for the strict confidentiality of medical records and information.
  • Must be able to use computers easily and various software applications, and have ability to learn new software and systems.
  • Must be able to communicate with patients and other parties from a wide range of age groups, socioeconomic levels, cultures, languages, etc.
  • Must be able to follow all protocol, standards and adhere to policies set by BWH and the department.


  • EEO Statement

    Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, veteran status, disability unrelated to job requirements, genetic information, military service, or other protected status.

    Brigham and Women's Hospital I CARE Standards

    The I CARE Standards guide me in my interactions with patients, family members, visitors, colleagues, and neighbors in my workplace and surrounding community to optimize the Brigham experience and help fulfill my role in our mission of providing seamless, high quality patient and family centered care.

    C. I will Communicate my commitment to high quality performance

    A. I will Appear and act as a professional

    R. I will Respect all individuals

    E. I will Extend myself

    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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