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 the department and the organization.

This document includes:

• General description for the position
• Addendum A - BWH Behavioral Competencies

The Ambulatory Practice Assistant II is primarily responsible for appropriately greeting and welcoming all customers who visit the practice, including checking patients in and out, collecting appropriate co-payments in the practice management system, distributing necessary institutional and practice-specific forms, requesting that patients review and verify existing demographic and insurance information, setting certain expectations for patients regarding their visit, and responding to customers' information needs. Responsible for answering and appropriately managing incoming telephone calls, following up on phone messages, and triaging walk-in patients. The Ambulatory Practice Assistant II is responsible for monitoring patients in the waiting room and assisting in related patient flow processes. This position is responsible for performing various administrative and clerical duties required to support the practice, such as managing the scheduling referral work queue, and may be required to perform other tasks as assigned.

Principal Duties and Responsibilities.

1. Performs all aspects of patient scheduling which includes entering complete information, booking appropriately the disposition of all appointments, confirming patient visits, and inputting necessary data. This includes booking of interpreters when needed.
2. Operates multi-line telephone consoles for ambulatory rehab department (PT, OT, SLP).
3. Screens calls and provides information to callers, records and transmits messages, or directs call to triage therapist and/or appropriate individuals. Returns follow up calls as indicated.
4. Prepares, organizes and distributes all appropriate patient reported outcome measures.
5. Correctly identifies issues related to insurance/registration and cordially directs patients when changes are indicated.
6. Appropriately identifies problems/opportunities that impact on clinical schedules and service availability to the triage supervisor.
7. Receives files and/or distributes incoming mail and insurance approvals.
8. Scans all department related forms including written physician referrals and Medicare Certifications into EPIC and manages MD reconciliation in EPIC.
9. Schedules appointments, utilizing the computer's clinical information scheduling option, for multiple ambulatory EPIC departments within Rehabilitation Services. Organizes schedule for multiple clinicians.
10. Maintains various lists and records such as triage and walk-in referrals and beeper numbers, as directed.
11. Organizes and maintains appropriate inventory of office supplies in the department.
12. Arrives, cancels, or no-shows all daily visits in EPIC.
13. Manages pre-scheduling program of post-op patients, research patients, and walk-ins.
14. Assists in training of new clinical and front desk staff in regard to scheduling and front desk duties.
15. Assists managed care coordinator with assigned tasks. Fills in for managed care coordinator in their absence.
16. Demonstrates effective interpersonal skills in all interactions with public, staff, patients and families and caregivers. Is always polite and courteous. Understands how to de-escalate tense situations and ask for assistance when needed.
17. Maintains all provider scheduling templates and adjusts in a timely fashion as needed.
18. Performs all check-out functions, including scheduling follow-up visits within the rehabilitation department.
19. Daily monitoring and execution of the eReferral work queue for their respective rehabilitation clinic. This includes scheduling referral appointments from the work queue. Also, work to ensure all the BWH expectations are met with scheduling referral appointments and linking referrals.
20. Provides support and information to patients and providers to problem solve and manage complex administrative and patient issues.
21. Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
22. Understands HMO, Managed Care, and other Third-Party Insurers.
23. Understands financial services and self-pay resources and provides patients with information as needed.
24. Works on special projects as directed.
25. Performs all other duties & tasks as assigned.

QUALIFICATIONS

Level of education required:

• Minimum of a high school diploma or GED. Some level of higher education is preferred.

Language skills required:

• Proficient in Spanish preferred.

Work experience required:

1. Three or more years of customer service experience or experience in a hospital setting preferred.
2. Must have good customer service skills. Must be able to multi-task. Experience in problem solving, customer service, phone and email usage.
3. Must be computer literate, including competence in Microsoft office suite as well as experience in computer-based appointment scheduling. Moderate proficiency in keyboard skills

Must understand the overall goals and systems of the facility; communicate effectively with socially diverse group of patients visiting their providers for problems that may be life threatening; coping with the anxiety and stress often created in such a situation; communicate well with a large group of physicians and mid-level providers working in a face-paced and demanding environment; respect the strict confidentiality of medical records, patient information, both in written and conversation form.

Work requires a three-month training and orientation to become familiar and competent with department procedures.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

1. Work requires judgment and integrity in dealing with confidential materials.
2. Strong interpersonal skills necessary to deal effectively with a variety of professionals, staff, patients, and visitors.
3. Must have good oral and written communication skills.
4. For positions in our Boston location, fluent in Spanish preferred.
5. Complies with ambulatory standards and other regulatory agency standards (i.e. HIPPA) regarding interaction with the public.
6. Knowledge of referral management and insurance parties. Ability to learn this content area if no prior experience.
7. Excellent organizational skills.
8. Ability to prioritize work in a very busy atmosphere, flexible and calm in changing high volume clinical setting.
9. Familiarity in a Hospital setting preferred.
10. Ability to independently problem-solve successfully.
11. Capable to work quickly to resolve or minimize identified problems.

WORKING CONDITIONS:

Normal patient reception area in patient care setting.