Practice Assistant II BWH Maternal Fetal Medicine

Description: Sign-on bonus eligible GENERAL SUMMARY/ OVERVIEW STATEMENT:

Summarize the nature and level of work performed. Brigham and Womens 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 Womens Hospital.

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 PRINCIPAL DUTIES AND RESPONSIBILITIES:

Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. 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 HMOs, 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. QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.) 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: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.) 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. ???? 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. ???? Understanding of the appropriate use and importance of related forms HOSPITAL WIDE RESPONSIBILITIES : These are required of all staff, regardless of position. Do not remove these standards.

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. BWH Behavioral Competencies (required of all employees) I. People Cluster 1.

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 2.

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 ones audience d) Express oneself clearly and professionally in ones verbal, non-verbal, written, and electronic communication 3. Building Collaborative Relationships Definition:

Identifying opportunities and taking action to build relationships between ones 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 4.Organizational Awareness Definition: Understand how ones own work affects the organization as a whole and demonstrate a commitment to the organizational goals. a) Support and respect BWHs mission, vision, values and history b) Understand and recognize how ones individual role and department impacts the organization II. Self Management Cluster 1.

Embracing Change Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and achieve 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 2.

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 3.Professionalism Definition:

Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times. a) Adhere to BWHs 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 III. Organization Cluster 1.

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 2.

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 ones role 3. 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 4. Service Excellence Definition: Focusing ones 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 e) End interactions professionally, which includes a clear resolution or next steps IV.

General/Administrative Support: (required of all Administrative Support employees) 1.

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 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:

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), answer routine questions, and give routine information. Verbal skills:

Ability to interpret information as appropriate, answer routine 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 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 BWH Behavioral Competencies (required of all employees) I. People Cluster 1.

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.

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 2.

Open Communication 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 ones audience Express oneself clearly and professionally in ones verbal, non-verbal, written, and electronic communication 3. Building Collaborative Relationships 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 4.

Organizational Awareness Support and respect BWHs mission, vision, values and history Understand and recognize how ones individual role and department impacts the organization II. Self Management Cluster 1.

Embracing Change 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 2.

Learning Oriented Demonstrate openness to learning from successes and failures Recognize and participate in learning opportunities Seek and share best practices 5/26/2011 Page 3 of 4 5/26/2011 Page 4 of 4 3. Professionalism Definition:

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

Adhere to BWHs 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 III. Organization Cluster 1.

Quality and Safety Focus 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 2.

Efficiency and Performance Improvement 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 ones role 3. 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. 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 4. Service Excellence Engage with positive greetings and active listening Empathize by expressing understanding Educate throughout the information exchange Enlist thoughts and ideas from others End interactions professionally, which includes a clear resolution or next steps IV.

General/Administrative Support: (required of all Administrative Support employees) 1.

Information Gathering Definition:

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 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 communicable diseases, unpleasant odors, needle, 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 Brigham and Womens 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. Primary Location MA-Boston-BWH Boston Main Campus Work Locations BWH Boston Main Campus 75 Francis St Boston 02115 Administrative Support Job Administrative Support Organization Brigham & Women's Hospital(BWH) Schedule Full-time Standard Hours 40 Shift Day Job Employee Regular Job Posting Sep 30, 2024