GENERAL SUMMARY/ OVERVIEW STATEMENT:Assume primary responsibility for scheduling patient appointments per BWH, Dermatology and practice-specific standards and guidelines.
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
The Practice Assistant II position is responsible for the day-to-day patient and customer interactions within practices and/or locations of the Department of Dermatology. Working under the direction of the Practice Manager and/or Practice Coordinator, the Practice Assistant II is the main frontline contact and will interact with customers in person, by telephone and/or electronically. Since the role has significant impact on patient care, patient satisfaction, clinical operations and clinical revenue, the position requires outstanding customer service skills, attention to detail and having the appropriate technical skills to meet the job requirements in a timely and accurate manner. Directly reports to Practice Manager and indirectly reports to Practice Coordinator, Lead, and other Practice Managers.
JOB SPECIFIC 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.
The following duties and responsibilities are comprehensive. While the Practice Assistant II will be expected to have a working knowledge of these duties and responsibilities, the overall efforts for each will vary based on daily practice operational needs, staffing, location and specific functions. Other duties may be assigned.
- Ensure customer satisfaction by appropriately managing the appointment schedule and access to clinical services.
- Work closely with physicians to ensure scheduling of patient appointments is done in accordance with physician preferences and templates.
- Verify patient's identity using 2+ identifiers when scheduling and during check-in process. Verify patient's appointment time and physician.
- Maximize EPIC application features by accessing all available scheduling data and resources. Use in a manner that supports optimal access, appropriate appointment arrangements, and thorough documentation of relevant requirements. Obtain all necessary information to ensure patient is scheduled with the most appropriate physician.
- If next available appointment exceeds a reasonable timeframe (as established by practice), offer to investigate other scheduling opportunities. Work with other practice staff, physicians and practice management to determine other options that could provide patient with an earlier appointment. Follow-up with the patient or referring physician's office as appropriate.
- Coordinate and schedule all appointments with interpreter services as necessary. Coordinate interpreter services or language line representatives into patient phone calls to provide high quality service to patients who require interpreting services.
Answer incoming telephone lines in a timely and professional manner using Dermatology and practice standard greeting.
- Cancel and reschedule appointments as requested. When canceling an appointment, treat patients kindly and professionally. Inquire as to whether/when they would like to reschedule the appointment.
- Optimize access and satisfaction by maintaining and coordinating appointment wait lists.
- Coordinates physician cancellation (reschedule) lists as required. Ensure outbound calls or other communications are documented on patient's appointment record in EPIC.
- Monitor appointment reminder reports and follow-up as appropriate, including making reminder calls in accordance with Dermatology and practice guidelines.
- Ensure that patient questions are appropriately answered and/or that appropriate follow-up is provided.
- Ensure appropriate new patient and referring physician communications are done per Dermatology and practice.
- Send new patient communications and related materials to patients in advance of scheduled appointment.
- Process and monitor appointment requests via e-Referral appointment requests per BWH, Dermatology and practice-specific guidelines.
- Process and monitor appointment requests via external and/or patient-directed applications (i.e. Fast Pass, Direct Scheduling, ZocDoc, etc.) per BWH, Dermatology and practice-specific guidelines
Warmly greets all patients, customers and visitors into practice.
- Adhere to relevant BWH and Dermatology service standards related to telephone access to ensure patients, referring physicians, and other customers can access the practices in a timely manner.
- For practices using a call center system, adhere to Dermatology and practice standards related to amount of time logged in as an agent and amount of time available for taking calls.
- Adhere to standards related to placing calls on hold and transferring calls.
- Adhere to standards related to voicemail and the management of internal lines.
- Respond to telephone messages within established timeframes.
- 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 appointments, scheduled appointment dates and times, parking, directions, and general information about BWH or other Dermatology practices.
- Respond to all electronic communications from patients, staff members, physicians and outside referral sources. These communications include but are not limited to emails, patient portal messages and by fax.
During the Arrival process, distribute relevant institutional and practice specific forms, including patient self-assessment information form, patient information questionnaire, patient medication/allergy review form, and financial transparency/billing materials. Requests electronic signature for all applicable institutional forms, including privacy notice, Mass HIway consent, hospital consent for treatment, and missing referral waiver form.
- Arrives patient in EPIC.
- Alert clinical support staff of any special needs or special attention needed for arriving patient, including fall risk or patients with special needs or services.
- Coordinates patient arrival with interpreter services department as necessary.
- For any patient who does not have a scheduled appointment, work within the established practice protocols to determine how best to serve the patient's needs.
When scheduling and during check-in process, request that each patient verify the accuracy of all demographic and insurance information on their file and provide instructions on updating. This may include coordination with Patient Service Center (PSC) and/or Financial Counselor. Offers appropriate assistance to any patients unable to perform this task.
- Able to address any questions that a patient may have regarding any of the institutional or practice specific forms.
- Document electronically in EPIC when patients refuse to sign requested form.
Collect payments at the time of service, in accordance with Dermatology payment collection policy.
- Per BWH, Dermatology and practice specific workflows, all outstanding financial issues (managed care referrals, non-contracted plan, inactive coverage, missing PCP, etc.) must be resolved prior to appointment date.
- Patients with non-contracted plans should be referred to a Financial Counselor before scheduling appointment. Inform Practice Manager when appropriate to help resolve.
- If patient arrives for appointment with outstanding issues, resolution should be prioritized and be addressed immediately.
- Obtain referral and authorization numbers using electronic solutions as required.
- Verify insurance coverage and resolve any coverage issues per BWH, Dermatology and practice-specific guidelines.
- Review referral discrepancies as necessary to ensure registration information, insurance coverage, and referrals are updated and entered in EPIC.
- For patients who do not have a valid insurance referral on file for date of service, presents missing referral and prior authorization waiver form to patient and requests signature.
- Ensure MSPQ is accurately completed during check-in process.
- Confirm patient's Patient Gateway/MyChart status and offer to register.
Direct patients to the appropriate waiting area and provide a brief explanation of what to expect. Communicates wait time expectations. Monitor the waiting room and coordinate with practice's clinical support staff to ensure that customers are appropriately served in a timely manner.
- Determines whether copayment is required and collects copayment. Follow Dermatology copayment workflow and scripting to ensure copayments are collected.
- Collects payments for cosmetic services rendered and reconcile per practice workflow.
- Enter all payments into EPIC as well as approved online banking transaction system. Ensure that payments are posted correctly (co-payment vs cosmetic pre-payment).
- Issue receipts for all payments collected.
- When payment is not collected for any balance owed on cosmetic procedures, notify Practice Manager, Practice Coordinator or Lead.
- Ensure that payments are reconciled in accordance with criteria established by BWH and the Department of Dermatology.
During the check-out process, assume primary responsibility for scheduling patient follow-up appointments and coordinate with other practices or Departments as necessary. Coordinate any outside patient appointments or services requested by the physician, including radiology, lab services, referrals to other BWH departments or referrals to outside medical facilities.
- When confronted with potential service or process breakdowns, attempt to remedy the situation. When this is not possible, immediately inform a member of the practice management team to help resolve.
- Provide updates to patients, families and other customers regarding delays, including when the duration of a previously communicated delay has changed significantly.
- Maintain the waiting area throughout the day to ensure that its appearance meets appropriate customer service and safety standards.
- Ensure patient questions or inquiries are appropriately answered and/or given appropriate follow-up.
Communicates basic billing practices associated with Dermatology appointments and procedures to patients and families.
- Review patient check-out forms for any indication that additional services are required (including follow-up appointments, ultrasound, CT scan, pre-surgical testing, cardiology procedures, x-rays, lab tests, hospital admissions or procedures, etc.).
- For follow-up appointments in the same practice, offer to schedule appointment while patient is present.
- For follow-up appointments in other practices or other facilities, contact the practice directly to facilitate scheduling the necessary appointment(s). Communicate and confirm orders, obtain instructions for patient, and when possible, scheduled appointments.
- Coordinates and schedules follow up appointment(s) with interpreter services as necessary.
- In accordance with Dermatology and/or practice protocols, prepare any necessary paperwork or instructions related to follow-up care.
- Thank every patient once check-out process is complete.
Qualifications Level of education required:
- Understands BWH and Dermatology billing practices, including process for split billed vs office-based practices.
- Understands basic insurance operations, including knowledge of insurances contracted with BWH, circumstances in which referrals are required, and assessment of copays due at visits.
- Able to understand and discuss common billing questions with patients, both over the phone and at the time of appointments.
- Able to answer basic billing related questions and refers to Partners Billing Solutions, Financial Counseling, Patient Service Center, Managed Care or other departments. Escalates to practice manager and/or Dermatology billing analyst as appropriate.
- Educate patients about financial assistance options and resources when appropriate.
- Minimum of a high school diploma or GED.Work experience required:
- Minimum one year applicable work experience required.
- Some additional training in office systems or other post high school education 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), handle more complex calls and give more detailed information.
- Verbal skills: Ability to interpret information as appropriate, answer more complex 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, follows 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 accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.
- Understanding of the appropriate use and importance of related forms.
- Intermediate understanding and use of medical terminology.
- Intermediate comprehension of insurance types and referral process.
- Intermediate 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.
BWH Behavioral Competencies (required of all employees)
1. People: Focus on serving the community through collaboration and respect
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.
a) Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
b) Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
c) Be professional when approached about behaviors that might be perceived as disrespectful
Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.
a) Practice active listening skills
b) Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
c) Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
d) 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.
a) Take initiative to support others and build productive relationships that will lead to a cohesive workplace
b) Interact effectively with other team members, departments and customers to accomplish organizational goals
Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
a) Support and respect BWH's mission, vision, values and history
b) Understand and recognize how your individual role and department impacts the organization
2. Self Management: Accountability, professionalism and commitment to growth and development
Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
a) Support and positively participate in organizational and/or job specific changes
b) Initiate appropriate action when change is needed
c) Be flexible and open to new ideas
d) Adapt to shifting priorities
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.
a) Demonstrate openness to learning from successes and failures
b) Recognize and participate in learning opportunities
c) Seek and share best practices
Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
a) Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
b) Align behavior with the organizational mission and values
c) Practice respect in accordance to the BWH standards
d) 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.
a) Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
b) Adhere to established policies and procedures
c) Take action to prevent errors
d) 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.
a) Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
b) Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role
Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
a) Recognize actual and potential problems and take appropriate action towards a solution
b) Offer assistance, as needed, when a potential problem situation is observed
c) Use good judgment to keep manager informed of problems or issues, following department practice
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:
a) Engage with positive greetings and active listening
b) Empathize by expressing understanding
c) Educate throughout the information exchange
d) Enlist thoughts and ideas from others
4. General/Administrative Support: (required of all Administrative Support employees)
Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
a) Identify specific information needed to clarify a situation or to make a decision
b) Probe skillfully to get at the factsHOSPITAL 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.
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.