Practice Assistant II, Call Center, Endoscopy

Must have the ability to function effectively in a fast-paced and challenging environment with a large group of physicians involved in academic work and patient care. Must have a positive outlook and demonstrate sound judgment. Must respect strict confidentiality of patients and medical information and records. Must be able to respond to the needs and provide assistance to others when called upon.

Receives and directs all incoming calls in a polite manner, identifying the Endoscopy Center and stating name. Triage calls to the appropriate individual/area being courteous and professional. Assists appointment staffs with calls whenever possible to ensure callers do not wait any longer than necessary. Takes messages utilizing appropriate forms in a legible and accurate manner. Arranges interpreter services.

Acts as a resource to other staff members across Endoscopy unit as well as other departments when necessary

Utilizes all aspects of the scheduling system including booking appointments with appropriate providers within scheduled timeframe and ensures accurate and complete information is entered. Facilitates proper disposition of all appointments on a daily basis to ensure prompt and accurate charge entry by the billing coordinator.

Provides patients with accurate information regarding the preparation for procedures and ensures that the prep instructions are sent to the patient in a timely manner.

Prepares, organizes and maintains hospital records, paperwork, and/or medical records. Follow up on any missing records, coordinating activities with medical records department when necessary. Maintains accurate filing system to retrieve information when needed. Facilitates paperwork needed for any endoscopy and physician callback for specific information/advice.

Assists billing coordinator with appropriate and timely authorization for patients' appointments if needed.

Maintains a positive and professional working relationship with all ambulatory personnel. As a team player is cognizant of the fact that dependability and reliability are important components to ensure efficient operations of the practice. Understand that commendable attendance and punctuality are important aspects in measuring commitment and dedication to teamwork and the practice.

Accepts any assignment in accordance with departmental needs by performing work duties at our main hospital location, our 850 Boylston site, and/or offsite. This may also include varied hours for start/end of work day when advanced notification is provided. Is willing to assist others when necessary or when assistance is apparent and acknowledges that all duties are shared in order to promote efficiency in the overall operations of the practice. Performs other tasks as directed.

Ensures compliance with all hospital policies including patient confidentiality and attendance/punctuality. Maintains department service standards, with particular attention to personal/behavioral, staff teamwork and patient-staff interaction guidelines.

Identifies and articulates to all leadership, management and physician teams any potential barriers (both clinical and non-clinical) to safe, efficient and proper patient care.

• 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 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. Remote work will be part of this role.

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.

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