BWPO Practice Assistant II / 40 Hrs / Day / Primary Care Call Center / BWH Jen Center at CareerBuilder

Posted in Other 8 days ago.

Location: Boston, Massachusetts





Job Description:

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.


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:


Actual job duties may vary by department (see Addendum B for more detail)


-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 (i.e. surgical scheduling) at highest competency level.


-Utilize knowledge of HMO's, managed care and other thirst party insurers, and troubleshoots insurance issues as appropriate.


-Assist with training and orienting staff as needed.


-Provide cross coverage as needed.


-Assist with special projects as directed.


-Follow HIPAA guidelines for the management of patient privacy and confidentiality.


-Other duties, as assigned


Technical skills required:


-Knowledge of practice 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), handle more complex calls and give more detailed information.


-Verbal skills: Ability to interpret information as appropriate, answer more complex 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, follows 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 accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.


-Understanding of the appropriate use and importance of related forms.


-Intermediate understanding and use of medical terminology.


-Intermediate comprehension of insurance types and referral process.


-Intermediate 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.


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.


a)Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles


b)Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments


c)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.


a)Practice active listening skills


b)Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles


c)Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience


d)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.


a)Take initiative to support others and build productive relationships that will lead to a cohesive workplace


b)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.a)


Support and respect BWH's mission, vision, values and history


b)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.


a)Support and positively participate in organizational and/or job specific changes


b)Initiate appropriate action when change is needed


c)Be flexible and open to new ideas


d)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.


a)Demonstrate openness to learning from successes and failures


b)Recognize and participate in learning opportunities


c)Seek and share best practices


Professionalism


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


a)Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures


b)Align behavior with the organizational mission and values


c)Practice respect in accordance to the BWH standards


d)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.


a)Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)


b)Adhere to established policies and procedures


c)Take action to prevent errors


d)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.


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


b)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.


a)Recognize actual and potential problems and take appropriate action towards a solution


b)Offer assistance, as needed, when a potential problem situation is observed


c)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:


a)Engage with positive greetings and active listening


b)Empathize by expressing understanding


c)Educate throughout the information exchange


d)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.


a)Identify specific information needed to clarify a situation or to make a decision


b)Probe skillfully to get at the facts



Addendum B




JOB SPECIFIC DUTIES AND RESPONSIBILITIES:



1) Answer incoming telephone lines in a timely fashion, using 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.


2) 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 and the practice.


3) Assume primary responsibility for scheduling patient appointments. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients' and referring physicians' scheduling needs are accommodated.


4) Assume primary responsibility for pre-appointment registration intake, ensuring that all required demographic and insurance information is accurately collected and/or updated.


5) Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary re-visit information and instructions.


6) Knowledge of HMO's, managed care and other thirst party insurers.



JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:



Excellent interpersonal skills. This position requires a great deal of initial contact with customers.


Ability to work in a fast-paced environment.


Ability to prioritize work in a very busy atmosphere.


Ability to problem solve.



Addendum C




PHYSICAL/ENVIRONMENTAL REQUIREMENTS OF JOB



Indicate requirements and frequency by placing an "X" in the appropriate box.



Work Environment:




Activity




None




1-25%




25-50%




50-75%




Over 75 %



Outdoor weather conditions


X


Extreme cold (non weather)


X


Work in high place(s)


X


Work in confined space(s)


X


Risk of electrical shock


X


Risk of radiation exposure


X


Exposure to blood borne pathogens


X


Flammable/explosive gases


X


Toxic / caustic chemicals


X


Dust or other irritants


X


Grease or oils


X


Hazardous specimens


X


Exposure to lab animals


X


Infectious / contagious disease


X


Cleaning agents/chemicals


X


Hot equipment


X


Noisy equipment


X


Humid or wet conditions (non -weather)


X


Other



Lifting/Carry Requirements of this job:



No Lifting required


No Carrying required



Number of pounds




Amount of Time




1 - 25%




25 - 50%




50 - 75%




Over 75%




Lift




Carry




Lift




Carry




Lift




Carry




Lift




Carry



Up to 10 pounds


X


X


Up to 25 pounds


Up to 50 pounds


Up to 100 pounds


Over 100 pounds



Working Conditions:




Push/Pull Requirements of this job:



No Pushing required


X


No Pulling required


X



Number of pounds




Amount of Time




1 - 25%




25 - 50%




50 - 75%




Over 75%




Push




Pull




Push




Pull




Push




Pull




Push




Pull



Up to 10 pounds


Up to 25 pounds


Up to 50 pounds


Up to 100 pounds


Over 100 pounds



Physical Activity requirements of this job:




Activity




Amount of Time Spent




None




1 - 25%




25 - 50%




50 - 75%




Over 75%



Stand


X


Walk


X


Sit


X


Use of hands requiring fine motor skills and sense of touch


X


Move / rotate / bend wrist(s)


X


Type / use keyboard or other data entry device


X


Reach with hands and arms


X


Climb stairs


X


Climb ladder or other equipment


X


Drive / operate motor vehicle


X


Balance


X


Stoop, kneel, crouch, bend, crawl


X


Speak


X


Hear


X


Taste


X


Smell


X


Other



Vision Requirements of this job:




Vision Requirement




Required




Not Required



Close vision


X


Distance vision


X


Color vision


X


Peripheral vision


X


Depth vision


X


Ability to adjust focus


X


Other



Safety equipment used while performing this job:



Safety eye glasses



Required




Not Required



Filter lens (welding/soldering)


X


Face shields


X


Ear plugs or Mufflers


X


Surgical mask / dust mask


X


Self contained breathing apparatus (SCBA)


X


Other



Level of noise typical in this week environment:



Very quiet


Quiet


Moderate


X


Loud


Very loud



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.



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.


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