SR. PRACTICE ASSISTANT / BWPO RADIATION ONCOLOGY
Brigham & Women's Hospital(BWH)

GENERAL SUMMARY/ OVERVIEW STATEMENT:

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.

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.

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:

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

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

- Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and orientation, and provide backup support for the Supervisor.

- Provide guidance and help to other to resolve complex issues and problems.

- Provide feedback to Supervisor and input into evaluating performance of staff. Assist with annual competency assessments.

- Assist Supervisor with interviewing for new staff.

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

- 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.

- 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.

Qualifications
QUALIFICATIONS:

Level of education required:

- Minimum of a high school diploma or GED.

Work experience required:

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

- Some additional training in office systems or other post high school education preferred. Associate's Degree or higher level education preferred, but not required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Technical skills required:

- Knowledge of practice operations and standards.

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

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

- 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.

- System Skills: Advanced computer skills. Ability to use all applicable applications at highest competency level.

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

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

- Advanced understanding and use of medical terminology.

- Advanced comprehension of insurance types and referral process.

- Advanced 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

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.

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

Open Communication

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

Organizational Awareness

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

Embracing Change

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

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.

a) Demonstrate openness to learning from successes and failures

b) Recognize and participate in learning opportunities

c) Seek and share best practices

Professionalism

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

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.

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

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:

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)

Information Gathering

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 facts

DEPARTMENT SPECIFIC DUTIES AND RESPONSIBILITIES:

Clinical Operations:

Coordinate all initial series of On Treatment Visit (OTV) and SBRT OTV appointments through the end of treatment course after completed New Start to ensure billing compliance is maintained.

Daily time variance report run to ensure rescheduled treatments stay coordinate with scheduled OTV.

Ensure provider Qgenda marked days out on normal OTV day are covered to ensure seamless patient care.

Proficient in Microsoft Office Suite managing complex department schedules.

Manage internal referral work queues for Radiation Oncology.

Manage and ensure radiology order from schedule orders work queue are being properly processed.

Ensure radiation completion notes by providers are completed by expected target date.

Onboard new staff to specific scheduling and department workflows.

Ensure fax clinical documents are being labeled for Epic upload properly.

Provides cross-coverage for all departmental areas as needed during volume influx or staffing shortage.

Schedules patient appointments. Confirms patient appointments via phone, and mail; coordinates interpreters and sends preparation instructions to patients as needed.

Communicates effectively with all staff, as well as other departments.

Other duties assigned by Practice Manager or Director.

DEPARTMENT SPECIFIC QUALIFICATIONS:

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

Addendum B

PRINCIPAL DUTIES AND RESPONSIBILITIES:

The Senior Practice Assistant for Genitourinary (GU) has direct responsibility for oversight of the clinical operations for patients under the care of Dr. Anthony D'Amico, Division Chief of GU in the department of Radiation Oncology. The individual has responsibility for Referral and Scheduling Management; Patient and Program Coordination; Billing Charge Capture; and Research Administration Assistance.

As an essential member of Dr. D'Amico's patient care and administrative management team, the Sr. Practice Assistant is responsible for responding to the needs of patients and family members and takes a proactive role in efficient operations of the practice. The successful candidate must be a highly energetic and professional individual with strong communication and interpersonal skills. The individual must demonstrate independent judgment within the scope of this position, while maintaining effective relations with others.

Under the direction of Dr. D'Amico and the Practice Manager the successful candidate will assist in the coordination of the clinical and administrative duties for Dr. D'Amico. These duties include:

• Managing patient referrals/obtaining patient records
  • Refer/Coordinate potential patients to Dana Farber New Patient GU-Clinic
  • Scan labs as needed
  • Collect all prostate/GU records/slides for any consults to be seen at BWH
  • Monitor Medical Records Electronic System daily (FaxCom / Concord)
  • Maintain Established Patient List and review with team once patient is > 18 month for possible referral to Virtual Prostate Cancer Clinic (VPCC)
• Scheduling activities including but not limited to:
  • New Patient Consults in EPIC
  • Established Patients in EPIC
  • Complete and keep track of Sim/New Patients Request Forms within Rad Onc Status Board system.
  • Work with Dr. D'Amico on any schedule changes and make necessary changes in EPIC
• Critical coordination of timing of treatments with other disciplines and protocols
  • Coordinate with BWH Urology all fiducial marker appointments prior to patient Simulation.
  • Check phone messages throughout the day and triage as appropriate
  • Triage In Basket messages as appropriate
  • Manage related Aria Tasks
  • Notify patients of sim and new start appointments via phone call
    • Complete MR screening if applicable
    • In addition, Send appt letter and all teaching materials either via mail or Patient Gateway
  • Collect signed consents and upload into EPIC and ARIA
• Administrative Coordination
  • Notify Nurses and Providers via outlook invite when lab results are in
  • Weekly check/preparation of all upcoming established patients
  • Enter and maintain all sign out info of weekly consults into EPIC Snapshot
  • Work closely with Dr. D'Amico and faculty on annual coordinating Annual Prostate Symposium

• Works with other members of Radiation Oncology Administration to keep up with Billing protocols.
• In collaboration with clinical Research Coordinators, assists patients under research protocols.
• Other duties as assigned.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Exceptional ability to prioritize multiple tasks to meet department objectives related to overall management of patient care in a very busy atmosphere.
• Work efficiently with physicians to manage their clinic schedules, along with balancing their academic commitments.
• Able to maintain a positive attitude with patients and staff, along with an appreciation and awareness of patients' experiences.
• Excellent communication, interpersonal skills and consistently foster positive customer experiences.
• Able to work independently and in a team setting.
• Ability to navigate and develop effective working relationships within a large organization.
• Able to receive and act upon coaching and feedback.

WORKING CONDITIONS:

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.

EEO Statement
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.

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