Practice Assistant II, Pain Call Center
Brigham & Women's Hospital(BWH)

Brigham and Women's Hospital is dedicated to:

• serving the needs of our local and global community
• providing the highest quality health care to patients and their families
• expanding the boundaries of medicine through research
• educating the next generation of health care professional

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.

• 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.

• Ensure daily coverage of BWH Center for Pain Medicine phone lines.
• Schedule appointments for new and return patients.
• Greet patients in a warm, welcoming and respectful manner.
• Obtain and verify patient demographic & fiscal information.
• Verify if active referral is in the system if the appointment requires one.
• Meet eReferral scheduling expectations set by the Hospital.
• Ensure accuracy of all new patient records and testing associated with appointments.
• Perform other duties and tasks as requested by Manager/Supervisor to ensure the efficient overall performance of the Pain Center.
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• Other duties, as assigned
• Ensure daily coverage of BWH Center for Pain Medicine phone lines.
• Schedule appointments for new and return patients.
• Greet patients in a warm, welcoming and respectful manner.
• Obtain and verify patient demographic & fiscal information.
• Verify if active referral is in the system if the appointment requires one.
• Meet eReferral scheduling expectations set by the Hospital.
• Ensure accuracy of all new patient records and testing associated with appointments.
• Perform other duties and tasks as requested by Manager/Supervisor to ensure the efficient overall performance of the Pain Center.
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.

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 applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

• Excellent customer service skills.
• Ability to prioritize work load when processing referrals and authorization requests per guidelines and within specified turn around timeframes.
• Ability to process high volume of requests with a 95% or greater accuracy rate.
• Effective collaborative skills.
• Strong oral and written communication skills.
• A strong working knowledge of Microsoft Office products.

WORKING CONDITIONS:

General Requirements:

• Hospital based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle and blood products.

Schedule Requirements:

• Flexible Shift eligible
• Alternate Work Schedule is not available for this position
• This position requires a 40 hour work week. Hours as needed by Department and position.
• Occasional overtime may be required

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.

BWH Behavioral Competencies (required of all employees)

1. People: Focus on serving the community through collaboration and respect

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

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.

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 your audience

Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships

Definition: Identifying opportunities and taking action to build relationships between one's area and other areas, teams, departments, units, or organizations to help achieve organizational goals.

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

Organizational Awareness

Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

Support and respect BWH's mission, vision, values and history

Understand and recognize how your individual role and department impacts the organization

2. Self Management: Accountability, professionalism and commitment to growth and development

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

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

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.

Demonstrate openness to learning from successes and failures

Recognize and participate in learning opportunities

Seek and share best practices

Professionalism

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

Adhere to BWH's 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

3. Organization: A commitment to quality, service and exceptional performance

Quality and Safety Focus

Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

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

Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.

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 one's role

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

Service Excellence

Definition: Focusing one's 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:

Engage with positive greetings and active listening

Empathize by expressing understanding

Educate throughout the information exchange

Enlist thoughts and ideas from others

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

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

• Excellent customer service skills.
• Ability to prioritize work load when processing referrals and authorization requests per guidelines and within specified turn around timeframes.
• Ability to process high volume of requests with a 95% or greater accuracy rate.
• Effective collaborative skills.
• Strong oral and written communication skills.
• A strong working knowledge of Microsoft Office products.
• General Requirements:
  
  
• Hospital based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle and blood products.
• 
  Schedule Requirements:
  
  
• Flexible Shift eligible
• Alternate Work Schedule is not available for this position
• This position requires a 40 hour work week. Hours as needed by Department and position.
• Occasional overtime may be required

EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

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