GENERAL SUMMARY/ OVERVIEW STATEMENT:


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.


PRINCIPAL DUTIES AND RESPONSIBILITIES:


• 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 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


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 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.



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.


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, 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.


BWH Behavioral Competencies


1. People: Focus on serving the community through collaboration and respect


Inclusiveness : 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.


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


• Contribute to a positive team environment where differences are respected, supported and are free from stereotyping


and offensive comments


• Be professional when approached about behaviors that might be perceived as disrespectful


Open Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.


• Practice active listening skills


• Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse


communication styles


• Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method


for your audience


• Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication


Building Collaborative Relationships: 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.


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


• Interact effectively with other team members, departments and customers to accomplish organizational goals


Organizational Awareness: Understand how one's own work affects the organization as a whole and demonstrate a


commitment to the organizational goals.


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


• 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: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness


and goals.


• Support and positively participate in organizational and/or job specific changes


• Initiate appropriate action when change is needed


• Be flexible and open to new ideas


• Adapt to shifting priorities


Learning Oriented: 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.


• Demonstrate openness to learning from successes and failures


• Recognize and participate in learning opportunities


• Seek and share best practices


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


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


• Align behavior with the organizational mission and values


• Practice respect in accordance to the BWH standards


• Demonstrate responsibility, reliability, and trustworthiness


3. Organization: A commitment to quality, service and exceptional performance


Quality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding


risks.


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


standards)


• Adhere to established policies and procedures


• Take action to prevent errors


• Identify and report adverse events, errors and incidents


Efficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value


added activities and variability in processes.


• Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to


achieve better outcomes


• Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent


with one's role


Problem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if


necessary develop alternative courses of action.


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


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


• Use good judgment to keep manager informed of problems or issues, following department practice


Service Excellence: 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:


• Engage with positive greetings and active listening


• Empathize by expressing understanding


• Educate throughout the information exchange


• Enlist thoughts and ideas from others


4. General/Administrative Support:


Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.


• Identify specific information needed to clarify a situation or to make a decision.


• Probe skillfully to get at the facts



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.