Practice Assistant II - Call Center

Site:
The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Ambulatory Practice Assistant II Call Center is primarily responsible for appropriately greeting and welcoming all customers who telephone the practice, 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 as well as scheduling patient appointments.

This position is responsible for performing various administrative and clerical duties required to support the practice and providers and may be required to perform other tasks.

• Verifies appointments, reviews both registration and fiscal database information, updates on-line information as appropriate and issues correct encounter/billing form specific to the patient's appointment. Operates computer terminal and must be proficient in multiple practice management systems.
• Answers incoming telephone calls in a timely fashion. Adhere to organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the practice by telephone.
• 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, specialty referrals, parking, directions and general information. For clinical issues, maintaining the ability to handle confidential and sensitive information in providing messaging to the providers and LPN's.
• Maintains all provider clinical appointment schedules according to master schedule and adjusts them in a timely fashion as needed. Schedules patients for appointments within the Specialty Clinic and facilitates appointments for patients to external referral agencies.
• Warmly greets patients upon calling for appointments and performs administrative tasks necessary to ensure needed information for a successful visit such as availability of the medical record, appropriate forms, referrals and other actions needed to maintain flow of the clinic.
• Coordinates the site-specific patient inquiries and forwards to the appropriate provider. If appropriate, ensures that medical records are in order for the daily appointment schedule.
• Carries out daily start-up and shut-down functions
• Completes Prior Authorizations as required.
• Provide cross-coverage to the outpatient clinic front desk, performing all check
  -in and
  -out functions as outlined by the BWH Front Desk Standards of Operations.
• All other duties as assigned.

Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree?
No

Experience
2-3 years office experience required

• Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to…