Practice Assistant, Sr at Brigham & Women's Hospital(BWH) in Boston, Massachusetts

Job Description:

GENERAL SUMMARY/ OVERVIEW STATEMENT:



The Practice Assistant, Sr. must be a highly energetic and professional individual with strong interpersonal skills. Following established departmental and hospital procedures the Flow Coordinator is responsible for coordinating the daily activities for the technical, clerical and radiologist staff of the Radiology division. Works closely with the referring physicians, radiologists, radiology nurses and radiology technologists to coordinate patient procedures in doing so, maintains the highest possible level of communication to achieve quality care. Performs all secretarial and receptionist functions necessary for the complete and efficient management of patients through the ambulatory facility, including the acquisition of necessary patient-care and records. Using the Department of Radiology's service expectation standards for greeting and appropriate telephone etiquette, answers all incoming telephone lines in a timely fashion. Adheres to divisional and departmental service standards related to telephone access to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone. As centralized Department of Radiology staff will be cross trained and required to rotate within all Dept. of Radiology areas, as needed.



PRINCIPAL DUTIES AND RESPONSIBILITIES:



1) Greets and assists patients when they check in & out of the clinic in a professional manner.


2) Obtains or reviews their demographics & fiscal information


3) Collects Co-Pays, enters payments and closes batch at the end of the day (if required)


4) Prepares necessary documentation for scheduled patient appointments


5) Answers patient's telephone calls, correctly processing information or answering questions or solving problems.


6) Schedules all appointments including ancillary testing and procedures as needed for coordinated care


7) Communications effectively and in a professional manner with patients regarding wait times


8) Maintains general reception area, ensuring cleanliness and organization.


9) Obtains Insurance referrals and prior authorizations.


10) Adheres to all regulatory body requirements (i.e. Joint Commission, CMS and Department of Public Health regulations) as well hospital and Departmental policies, such as: Attendance, Co-Pay, Civility, and Dress Code.


11) May oversee and instruct various personnel and students within the division


12) Performs other duties and tasks as requested by supervisors to ensure the efficient overall performance of the department and facility, maintaining flexibility regarding the occasional need for staff coverage in other areas of the facility


I.
Fulfilling Responsibilities to Patients:



a) Answers patient's telephone calls, correctly processing information on ambulatory appointment scheduling or answering questions or solving problems. If necessary, transfers call to an appropriate person or department to assist the patient.


b) Obtain or reviews all patient demographic information, insurance information and referral numbers.


c) Calls patients from waiting area by addressing them as Mr., Ms. or Mrs. introduces him/her self and provides explanation as to the process.


d) Accurately records all data and maintains necessary records or files relating to clinical care issues.


e) Accurately and efficiently collects co-pay following all policies and procedures set in place


f) Assists patients in a manner that promotes the perception that the staff is courteous, efficient and interested in their healthcare. Treats all patients with dignity and professionalism.


g) Acquires all materials necessary for the patient visit including medial records and x-rays.


h) Answers telephone calls professionally and courteously within five rings introducing the practice as requested by the division manager.


i) Whether on the phone or in person treats all patients and internal customers with dignity and professionalism.


j) Accurately completes and processes necessary test requisitions for patient care.


k) Accurately and efficiently obtains prior authorizations.


I. Fulfilling Responsibilities to Physicians


a) Maintains a professional relationship with all physicians


b) Informs physicians of patient volume and wait time during sessions


c) Communicates with patients regarding delays in schedule.


d) Answers telephone calls correctly processing all patient information for messages, appointments, or patient registration.


e) Obtains or reviews all patient demographics, insurance and referral information as necessary.


f) Responsible for cash collection following guidelines as provided by the Co-Pay Cash Collection procedure.


g) Completes physician's orders/requests accurately.


h) Maintain and adjusts physicians schedules as requested.


II.
Interacting with Fellow Employees



a) Works to establish and maintain good working relationships with fellow employees.


b) Treats all co-workers and internal customers with dignity and professionalism.


c) Works cooperatively with fellow employees to solve problems and enhance the smooth and efficient flow of the practice.


d) Provides coverage for responsibilities of co-workers when assigned or as need arises.


III. Interacting with Supervisory or Administrative Staff


a) Follows instructions of and assists supervisory staff as required.


b) Maintains good communication and reports problems to supervisor.


IV. Equipment and Supplies


e) Maintains all patient care and support equipment assuring that they are clean and in good working order. Reports problems to supervisor or follows protocol for reporting problems.


a) Maintains inventory of necessary supplies and equipment following procedures set by practice manager.


b) Ensures that all supplies are adequately stocked.


c) Maintains a neat organized work environment.


V.
Other:



Performs all other duties or tasks as assigned or requested by the supervisor to ensure the efficient overall performance of the facility.



Qualifications

QUALIFICATIONS:



Extensive experience and formal course work in medical terminology and office procedure generally


acquired through medical secretarial course/school beyond High School, equal to two (2) years of college


scholastic preparation.


Should have two (2) to three (3) years of medical office or clinical experience in a hospital setting


Must have good communication and writing skills.


Must understand the overall goals and systems of the facility. Must have the ability to communicate effectively with a socially diverse group of patients visiting their physicians for problems that may be life threatening. Must have the ability to manage the anxiety and stress often created when dealing with sick patients. Must be able to work well in a fast paced and demanding environment. Must respect the strict confidentiality of medical records and information.



SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:




For all positions that include direct patient care, indicate with an "X" the age(s) of all patient populations served



No Direct Patient Care


All age groups


Adolescence (13 to 17 years)


Neonates (birth to 1 month)


Young Adult (18 to 25 years)



X



Infant (1 month to1year)


Adult (26 to 54 years)



X



Early Childhood (12 months to 5 years)


Senior Adult (55 to 64 years)



X



Late Childhood (6 to 12 years)


Geriatric (65 years and up)



X




WORKING CONDITIONS:



Medical office environment.



SUPERVISORY RESPONSIBILITY:


There will be no supervisory responsibilities. Duties include coordinating the activities of all technical, clerical and radiologist 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.