Practice Assistant

Summary

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check‑in, check‑out duties. Actual job duties may vary by Department.

Does this position require Patient Care? No

• Perform routine administrative and clerical duties relating to a clinical service or physician practice office.
• Manage patient referrals and link them to scheduled office appointments.
• Triage and manage complex telephone calls, utilizing courteous customer service skills.
• Schedule patient appointments and coordinate the scheduling of diagnostic testing.
• Ensure the completeness of all required benefits eligibility, waivers, etc.
• Understand HMO, Managed Care, and other Third‑Party Insurers; function as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
• Understand financial services and self‑pay resources and provide patients with information as needed.
• Provide cross‑coverage to the outpatient clinic front desk, performing all check‑in and check‑out functions as outlined by the BWH Front Desk Standards of Operations.
• Utilize ACD lines to schedule new, existing and 2nd post‑operative appointments in an expedient and professional manner, adhering to service level standards; provide excellent customer service and ensure customer satisfaction and compliance with departmental and service standards.
• Handle confidential and sensitive information in providing messaging to the providers and LPNs.
• Utilize the Scheduling Algorithm and Questionnaire built into EPIC to ensure the patient is scheduled with the correct provider, at the correct location and within the expected timeframe, including radiology needs.
• Work closely with the Practice Coordinator in monitoring work queue and metrics.
• Assist the Practice Coordinator with orientation, training and coaching of all new team members within the BWH MSC FXB Call Center, including identifying re‑training subjects and providing exemplary customer service as a role model.
• Provide support and information to patients and providers to problem‑solve and manage complex administrative issues.
• Perform and serve as a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Office experience 2‑3 years required

• Proficiency with all Office Suite applications; knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use the phone system and manage non‑routine phone calls while solving routine issues as appropriate.
• Communicate effectively in writing for the needs of the audience and speak to others to convey information effectively.
• Understand written sentences and paragraphs in work‑related documents, compose/edit e‑mail, memos and letters, and take complete and accurate messages.
• Manage one's own time and the time of others.
• Be well organized and possess good time‑management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

• Standing Occasionally (3‑33%)
• Walking Occasionally (3‑33%)
• Sitting Constantly (67‑100%)
• Lifting Occasionally (3‑33%) 20lbs – 35lbs
• Carrying Occasionally (3‑33%) 20lbs – 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3‑33%)
• Stooping Occasionally (3‑33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3‑33%)
• Gross Manipulation (Handling) Constantly (67‑100%)
• Fine Manipulation (Fingering) Frequently (34‑66%)
• Feeling Constantly (67‑100%)
• Foot Use Rarely (Less than 2%)
• Vision – Far Constantly (67‑100%)
• Vision – Near Constantly (67‑100%)
• Talking Constantly (67‑100%)
• Hearing Constantly (67‑100%)

The Brigham and Women’s Hospital, Inc. is an Equal Opportunity 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.