As part of the Urgent Triage team, answers all incoming calls, e-Referrals via EPIC and electronic messages from providers and patients seeking Mental Health services, timely, consistently, and exhibiting courtesy and compassion
Verifies patient demographics and insurance information at the beginning of each call. If there is an update required, transfers the caller to the Patient Service Center at the conclusion of the call
Assesses referred patients to determine appropriate level of care, consulting with other members of the Urgent Care triage team as needed. Performs preliminary acuity/risk assessment. Directs patients with emergent needs to ED settings, and patients with less urgent needs to appropriate outpatient setting
Schedules all new and return patient appointments as clinically appropriate
Provides direction for those scheduled appointments, ensuring correct date/time, location, and visit expectations are set including those related financial matters and sending new patient brochures.
Performs and documents all triage and coordination interactions in Epic and in accordance with BWH and Department procedures
Proactively reviews cancellation and waitlist to ensure optimal scheduling
Adjusts templates and daily schedules as needed; add clinical time to physician's schedules to accommodate patients as needed. Cancels and reschedules appointments as requested and works physician's bump list as required.
Maintains a statistical data base on referrals
Maintains confidentiality and complies with professional ethics according to professional and Departmental standards
Coordinates and participates in daily huddles and monthly meetings. This work includes creating agendas and following up on action items as needed.
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 including faxing and mailing of letters
Accurately performs the intake process using two patient identifiers, this includes checking vital signs, blood pressure, height and weight. Documents all results into Epic
Performs medication reconciliation following BWPO and BWH standards; this includes reviewing the patient's medication list, allergy, and smoking status and documenting/updating as needed
Enters prescription renewal requests in Epic using the prescription renewal queue making sure to enter all pharmacy information and medication names in coded format
Ensures PROMS, and practice specific paperwork are completed, helps complete them if necessary
Reviews practice policies and procedures with new patients
Performs patient education around virtual visits
Responsible for managing the prescription renewal line, ensures all patient's requests are handled in a timely manner. This includes management of prior authorizations
Enters Requisite Lab Orders as detailed in protocols
Provides back up support for Practice Assistant II positions (i.e., call center and front desk activities) when required.
All other duties as assigned
Minimum one-year applicable work experience required
Some additional training in office systems or other post high school education preferred
Successful completion of BPOT and customer service training, within the 90-day probationary period.
Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
Demonstrated customer service skills, including the ability to use appropriate judgement, independent thinking and creativity when resolving customer issues.
Ability to effectively handle challenging situations and to balance multiple priorities.
Excellent verbal communication skills.
Able to communicate effectively in writing.
Ability to use personal computers and select software applications.
Working knowledge of physician billing, third party insurance, referral requirements, and multi-line telephones required within probationary period.
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.