Practice Assistant, Sr

BRIGHAM AND WOMEN'S HOSPITAL

Job Title: BWH/BWPO Practice Assistant Sr. Date: 12/20/21

Job Code: BWH 005007 Grade: 294A FLSA Status: Non-Exempt

BWPO 003356 894A

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

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. 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.

The Senior Practice Assistant for Check-In/Check-Out is an integral member of the healthcare team and is accountable for ensuring the highest level of customer service while in the safest and most efficient way. The Sr Practice Assistant participates in the indirect care of patients consistent with education and experience.

Developing relationships with patients, families, clinicians and staff, the Sr Practice Assistant functions as an essential team member who provides quality, customer service and contributes toward the attainment of important goals for a positive patient experience, the practice and the organization. The Sr Practice Assistant will also serve as a resource and mentor to the other Check-In/Check-Out staff.

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.

This job description includes:

• General expectations for the position

• Addendum A - BWH Behavioral Competencies

• Addendum B - Job Specific Tasks and Responsibilities

• Addendum C - Physical/Working Conditions

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.

Actual job duties may vary by department (see Addendum B for more detail)

¾ In collaboration with Practice Manager oversees the daily activities of Check-In/Check-Out

¾ Perform administrative duties under minimal supervision at the highest proficiency level.

¾ Assists patients following Front End protocols, utilizing courteous customer service skills

¾ Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and orientation, and provide backup support.

¾ Provides backup coverage for Call Center Lead as needed

¾ Responsible for the judgement of staff assignments

¾ Monitors vacation and sick time; arrange coverage as appropriate

¾ Works closely with Practice Manager in monitoring work queue and metrics.

¾ Identifies re-training subject matter and providing excellent customer service. Being a role model to ensure customer satisfaction and compliance with departmental and service standards

¾ Provide guidance and assistance to staff to resolve complex issues and problems.

¾ Provide feedback to Supervisor and input into evaluating performance of Check-In/Check-Out staff. Assist with annual competency assessments.

¾ Assist Supervisor with interviewing for new staff.

¾ Assist with orientation and training for new and current staff.

¾ Provides functional guidance to other staff

¾ Act as a super user for scheduling, Patient Gateway messages, Epic, clinical protocols. Provide training and assistance to others in these areas.

¾ May perform more complex or specialized functions (i.e. specialty scheduling) at highest competency level.

¾ Ability to handle confidential and sensitive information in providing messaging to providers and clinical staff

¾ Assist with training and orienting staff as needed.

¾ Provide cross coverage as needed.

¾ Assist with special projects as directed.

¾ Follow HIPAA guidelines for the management of patient privacy and confidentiality. ¾ 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:

¾ Minimum Associates Degree, Bachelors preferred.

Work experience required:

¾ Minimum three years medical office or administrative support experience required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

to the essential functions of the job.)

(MUST be realistic, neither overstated nor understated, and related

Technical skills required:

¾ Knowledge of practice operations and standards.

¾ Understanding of procedures including filing, copying, scanning, printing, and faxing.

¾ Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.

¾ Organization Skills: Strong organizational, coordination and judgment skills.

Ability to prioritize effectively. Ability to manage multiple tasks effectively, following established protocols, and work within systems.

¾ 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

¾ System Skills: Advanced computer skills.

Ability to use all applicable applications at highest competency level.

¾ Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.

¾ Understanding of the appropriate use and importance of related forms.

¾ Advanced understanding and use of medical terminology.

¾ Advanced comprehension of insurance types and referral process.

¾ Advanced comprehension of registration and fiscal information.

¾ 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.