Practice Assistant II, Hybrid, 40hrs days, Longwood Boston, Mass at Brigham & Women's Hospital(BWH) in Boston, Massachusetts

Job Description:

1. Warmly greet and welcome all patients and other customers into the practice. Ascertain whether the patient or customer has an appointment. Inform patients immediately if there is an anticipated delay in maintaining the scheduled appointment time.
• For all patient appointments, verify the appointment time and provider, and notify the provider of the patient's arrival via Epic.
• 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.


2. Verifies patient demographics and insurance information specifically to see if there are any flags. If there is an update required, please have patient call the Patient Service Center.


3. Determine if a co-payment or additional financial activity is required.
• Collect the appropriate co-payment receipt.
• Educate patients about financial assistance plans when appropriate.


4. During the arrival process, distribute relevant Meaningful Use, institutional and practice specific forms, such as the Patient Information Verification form, HIPPA privacy notice, New Patient Packet, and PROMS.


5. Direct patients to the appropriate waiting area and provide a brief explanation of what they should expect. Monitor the waiting room and relate patient flow process to ensure that patients are appropriately served.
• When there are potential service or process breakdowns, attempt to remedy the situation. When this is not possible, immediately inform a member of the team who is able to quickly resolve the issue.
• Provide updates to patients and other customers regarding delays, including providing updates when the duration of a previously communicated delay has changed significantly.


6. During the check-out process, assume primary responsibility for scheduling follow-up appointments and completing Meaningful Use activities.
• Print and distribute Visit Summary Reports at the close of every visit
• Assist patients with other needs and inquiries, including those related to parking; wayfinding; hospitality; and general Practice, BWPO, or BWH information.
• Educated and enrolled patient on MyChart


7. Appropriately manage Practice Gateway messages. Answers all patient Gateway messages in a timely fashion, responding directly to customer inquiries without referring the patient or customer elsewhere. Forwards appropriate messages to the provider via Clinical Messaging, making sure to attach the correct patient and pertinent information as directed.


8. Assume primary responsibility for scheduling patient appointments. Following departmental protocols, adjust daily schedules as needed; add clinical time to physician's schedules to accommodate the patient. Cancel and reschedule appointments as requested.
• If the next available appointment exceeds a reasonable timeframe (as established by the practice), or if the patient expresses concern with the wait time for an appointment, offer to investigate other scheduling opportunities. Work with the appropriate physician to determine if an accommodation can be made to provide the patient with an earlier appointment. Follow-up with the patient 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 waitlist.
• Work on the physician's cancellation (bump) list as required.
• Work on the physician's waitlist.
• Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.


8. Oversight and management of common areas, waiting rooms, and front desk areas to ensure cleanliness.


9. Performs and completes physician orders accurately and thoroughly. Responsible for performing various administrative and clerical duties required to support the clinicians on an as-needed basis.
• Demonstrates a strong work ethic by producing high-quality work products and by consistently exhibiting reliability, loyalty, conscientiousness, and perseverance in carrying out responsibilities.
• Participate actively in the work environment in a way that fosters communication, teamwork, cooperation, flexibility, and respect.
• Show willingness to adjust to changing situations and work assignments. Assume additional and/or modified responsibilities, as requested, effectively and positively.


10. Responsible for communicating inventory needs and opening/closing functions. This would include communication of staples supplies, turning on/off lights, ensuring that photocopier/fax have paper, etc.


3. Function as a Call Center representative when required. Competently perform all duties and responsibilities indicated in the Call Center Practice Assistant II job description.


11. Performs other duties and tasks as requested by the Practice Manager or designee to ensure the efficient overall performance of the practice.



Qualifications

QUALIFICATIONS:

• 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.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• 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 e-mail, 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 infectious diseases, unpleasant odors, needles, 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.



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. Apply Now