Practice Assistant II

General Overview

BRIGHAM AND WOMEN'S HOSPITAL. GENERAL SUMMARY/OVERVIEW STATEMENT:
Brigham and Women's Primary Care Associates, Longwood, will be located in the Longwood Medical Area near our Brigham and Women's Hospital main campus, and will open in January 2015. Our goal is to create an environment that maximally fosters healing relationships between patients and their health‑care team, while supporting an outstanding educational experience for future members of that healthcare team.

Brigham and Women's Comprehensive Primary Care Center will test innovative models of primary care delivery and will continually improve in a way that is accessible to be studied and disseminated. The practice must meet the health needs of the local community, Brigham and Women's employees and dependents, and contribute to improved population health; it must be financially sustainable and scalable to all primary care practices in the Brigham system.

The practice will work toward being certified at the highest level as a Patient‑Centered Medical Home. We are looking for practice secretaries to be part of our team and believe that practice assistants are the first impression of our practice. Furthermore, as advocates for our patients and their families they make it easier for everyone to navigate the healthcare system and ensure that all patients receive the care they need.

• Creating an unparalleled experience for our patients and their families
• Appointment scheduling
• Responding to requests from patients, families, and co‑workers in person, by phone and by e‑mail
• Using knowledge of access to meet needs of patients while best utilizing multiple ways patients can interact with their health‑care team
• Including shared medical appointments and e‑visits – prepare for patient visits by providing patients with all necessary information and completing all necessary tasks
• Tracking and addressing no‑shows and cancellations
• Continuously improving scheduling templates
• Checking in patients
• Continuously updating contact information and preferences
• Continuously updating attribution to correct practitioner
• Collecting co‑pays
• Ensuring all forms are completed
• Checking out patients
• Generating after‑visit summaries
• Scheduling and tracking diagnostic testing and specialty referrals
• Using computerized reminders per protocol
• Courteously helping patients and families to navigate the practice and the health‑care system
• Whether in person, by phone, or by e‑mail
• Clearly answering questions when able and appropriate
• When necessary, transferring the patient to the right person to meet their need
• When necessary, taking complete and accurate messages and following through to ensure the patient’s need is addressed
• Assisting the health‑care team to which we are assigned in administrative tasks
• Participating in process improvement groups
• Assisting co‑workers in their duties (within the limitations of training and scope of practice)
• All other duties as prescribed

• 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
• Spanish speaking preferred

• Knowledge of practice operations and standards
• Understanding of procedures including filing, copying, scanning, printing, and faxing
• Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information
• Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner
• 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
• 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
• Ability to type and enter data at an entry level; entry‑level understanding of applicable systems
• Understanding of the appropriate use and importance of…