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 Health. Our service 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 the 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 third-party insurers, and troubleshoot 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.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:
Provide each prospective new BH Primary Care patient with the highest level of customer service
In this new role, represent BH Primary Care by serving as the primary point of contact, through telephone and electronic communication, for patients who are interested in establishing care with a BH Primary Care Physician (Will also field requests from BH Specialty/ED/UC/Referring Provider offices who refer new patients to a BH Primary Care Provider)
Answer incoming telephone calls from patients and marketing call center and manage Primary Care New Patient Work Queue by making outreach calls to newly referred patients.
Work collaboratively with each patient to help him/her select the BH Primary Care Physician/Practice that best matches his/her preference, and schedule that patient for the appropriate new patient appointment with the Physician/Practice of his/her choosing
Maintain the highest level of communication to foster productive and collaborative relationships with the Practice Managers, Practice Coordinators and/or Practice Assistants at each of our Primary Care Practices (currently 15 in number)
Coordinate the organization and distribution of New Patient Welcome Packets for each new patient appointment scheduled.
Answer questions about BH Primary Care, as needed, from prospective new patients or BH Specialist/Referring Provider offices
Generate weekly, monthly, annual and various reports on call volume and systems utilization
Continuously work to improve both the functioning of this position and the customer experience (with our primary customers being prospective new patients, our current patients, and members of our BWH Primary Care practices)
Perform all other duties as assigned
Level of education required:
Minimum of a high school diploma or GED required.
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 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, follow 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.
Behavioral competencies required:
See Addendum A
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Excellent interpersonal skills
Excellent customer service skills and ability to always put the patient first
Highly organized, proactive and attentive to details
Ability to work independently, under minimal supervision
Strong ability to recognize problems, think creatively, and devise innovative solutions
Computer Literacy/Data Entry Skills, with proficiency in word processing programs
Ability to work as a member of a collaborative team
Spanish language fluency a plus, but not required
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.