Brigham and Women's Hospital is dedicated to:
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 thirst 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
About Brigham and Women's/Mass General Health Care Center:
Brigham and Women's/Mass General Health Care Center is a comprehensive, community-based, multi-specialty ambulatory care center located in Patriot Place, a retail lifestyle center located adjacent to Gillette Stadium in Foxborough, Massachusetts. The Center offers a wide range of ambulatory services including Day Surgery, Primary Care, Medical and Surgical specialties, as well as comprehensive ancillary services: Pharmacy, Clinical Laboratory Services, Phlebotomy, and a wide range of Diagnostic Imaging services. This deep breadth of patient services under one roof requires that each of our team members embody the willingness and ability to work across departments in order to provide an integrated patient experience.
While the Center's location is 25 miles from the main campus of BWH, it is an expectation that the Center's services offered will comply with the standards of care found at our main campus. In addition, all physicians practicing at the Center will be fully credentialed at BWH and will provide the same excellence of care that makes the BWH nationally recognized for clinical excellence. The administrative and clinical staff of the Center must demonstrate the same high level of competence and professionalism found at the main campus. Travel to main campus may be required for professional development or business reasons.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:
Must effectively manage encounters and interactions with patients of all ages requiring urgent clinical care, on a walk in basis.
Greets patients upon arrival and performs all tasks necessary to ensure needed information for a successful visit such as availability of the medical record, appropriate forms, referrals and other actions needed to maintain flow of the clinic.
Inputs and reviews registration and fiscal database information, including full registration as needed. Operates computer terminal and must be proficient in multiple practice management systems.
Answers incoming telephone calls in a timely fashion. Adhere to organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the practice by telephone.
Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of services, insurance accepted, referral requirements, parking, directions, and general information.
Has good understanding of radiology prior authorization process and requirements. Must utilize radiology order entry system to schedule all necessary radiology tests.
Coordinates the site-specific patient intake forms and forwards to the appropriate provider. If appropriate, ensures that medical records are in order for the clinical support staff.
Assists with maintaining space in an orderly fashion. Assists with maintaining supply levels. Carries out daily start-up and shut-down functions
Collects appropriate co-payment, cash receipt and referrals. Performs daily reconciliation.
Monitors the waiting room and related patient flow processes to ensure that patients are appropriately served, and communication around any wait time is consistently available. Maintain the waiting area throughout the day to ensure that its appearance meets appropriate customer service and safety standards.
Completes all follow up on past day's patient visits by reviewing list of patients seen and obtaining forms/referrals/authorizations and/or other communications indicated or necessary.
Performs all check-out functions, including but not limited to scheduling follow-up visits within the facility, as well as appointments in other departments and outside the hospital. Provide patients with all necessary documentation associated with upcoming appointments.
Assists with patient transport within the facility, as needed.
Supports administrative and clinical staff as needed.
Position will require certification in BLS (Basic Life Support).
All other duties as assigned.
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.
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.
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.
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.