GENERAL SUMMARY/ OVERVIEW STATEMENT:
Brigham and Women's Hospital is dedicated to:
Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.
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:
Under the direction of the Administrative Director for the Division of Urology, the Urology Practice Coordinator is responsible for the administrative and clinical day to day operations of Urology.
Ensure efficiency and productivity with respect to administrative functions. Allocates staff and monitors daily activity; assigns specific individuals to necessary tasks and sets priorities.
Monitor accuracy of registration, scheduling, and confirmation (billing) functions for outpatient services. Assists with training and orientation with respect to these functions. Make recommendations for improvements/enhancements to registration procedures.
Triage patient complaints for the division, working with appropriate personnel and resolving issue.
Oversee schedule for all clinic physicians, including cancellations, changes, etc. Monitors physicians' schedules daily for errors in booking. Makes recommendations to physicians for adapting their schedules to improve patient access. Cancel/reschedule appointments in a timely manner.
May be responsible for gathering data and reports on no shows, scheduling matters, telephones, outstanding dictations and asset utilization.
Demonstrates excellent discretion and judgment needed to act independently with decision-making responsibilities. Must be able to problem-solve independently and provide communication to the Practice Manager.
May be asked to order all necessary non-clinical supplies and equipment for the practice to insure the availability prior to their arrival.
Maintains patient confidentiality according to hospital standards.
Assures compliance with BWH, BWPO, JCAHO, state and federal regulations.
All other duties as assigned. Cross-coverage as necessary.
Human Resource Responsibilities
Demonstrates knowledge of and oversees implementation of administrative and employee policies.
Responsible for selection, orientation and training of new administrative staff.
Delegate duties to others in the division based on skills and workload.
Monitors vacation requests, changes in work or lunch schedules, arranging for coverage as necessary.
Assures appropriate staffing and phone coverage to meet all needs. Assists with or provides coverage when staffing levels are not sufficient.
Serve as the clinic "Super User" for EPIC and maintaining employee punches in Kronos.
Liaisons between telecommunications and Partners Help Desk to problem solve IS/telecommunications-based problems in the clinic.
Ensure all EPIC appointment status updates are done in a timely fashion to account for all scheduled appointments: Arrived, No Showed, Canceled, Bumped, and Rescheduled.
Responsible for closing EPIC co-pay batches and reconciliation of the daily deposit.
Clinical and Medical Systems:
Maintain office equipment and supply inventory.
Coordinates office maintenance and repairs.
Other General Responsibilities
Bachelor's degree or equivalent work experience preferred.
Prior administrative experience in a clinical operations setting (preferably within surgery).
3-5 years experience with patient access and delivery systems, referrals and authorizations, billing functions and procedures, and/or financial analysis strongly preferred.
Excellent computer skills: proficiency with Microsoft Outlook, Word, and Excel; insurance approval process; and clinical service billing.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Demonstrated ability in project management and project implementation
Excellent organizational, analytical, time-management and problem-solving skills
Excellent written and verbal communication skills
Ability to communicate effectively with a socially diverse patient population visiting their physicians for conditions that may be life threatening, coping with anxiety and stress created in such situations.
Must understand and function effectively in a fast-paced challenging environment and communicate well with a group of physicians.
Proficiency with computers including word processing and data entry.
Customer Service skills.
Excellent interpersonal skills.
Ability to handle sensitive issues/information and employee relations in a positive and fair manner.
Ability to provide clear direction, organize, inspire and motivate staff to foster strong productivity.