GENERAL SUMMARY/ OVERVIEW STATEMENT
Working under moderate supervision, greets, registers, and directs patients receiving outpatient and in-patient services in a courteous and helpful manner. Facilitates access to BWH services. Customersand#x2019; first contact with BWH is formed via this position. Understands insurance requirements. Counseland#x2019;s patients with managed care required referrals. Enters charge tickets, demographic and financial data into computer terminal in accordance with established procedures; by doing so is responsible for integrity of a significant portion of the BWH patient demographic and fiscal database.

PRINCIPAL DUTIES AND RESPONSIBILITIES
1. Greets patients, visitors, physicians, employees, and all others. Answer questions and provides information to patients and health care providers, which requires detailed knowledge of department/sectional procedures.
2. Responsible for answering telephone, screening, handling, routing, or taking messages for providers as necessary; may require sensitive handling of patient and physician calls.
3. Performs on-line registration of patient demographics, financial information and visits into the Radiology Information System and the Hospital Information System. Performs all clerical tasks related in doing so.
4. Assists patients with billing information, financial counseling and required referrals for managed care plans.
5. Ensures completeness of all forms, performing basic coding as required.
6. Files all material according to established policies and procedures and in an appropriate and timely manner.
7. Assists in completing questionnaires pertinent to the patient or exam by sectional procedures.
8. Monitors patient flow and waiting room activities keeping appropriate clinical personnel informed of patient flow issues.
9. Interfaces with departmental and outside Imaging Centers for the retrieval of records, specialty exams, and cine films for interpretation and/or consultation.
10. Assists with the inventory and ordering of routinely used office supplies such as; folders, card forms, paper, computer ribbons, etc.
11. Assists and trains staff for scheduling , registration and billing systems
12. Performs other duties as required or assigned.

QUALIFICATIONS
1. Work requires broad learned knowledge of specialized field normally acquired through technical or vocational training, e.g., secretarial and/or medical secretarial arts, etc. Equal to 1 to 2 years of college scholastic preparation.
2. 6 months to 1 year of customer service experience or experience in a hospital setting preferred.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED
1. Possesses the abilities and the interpersonal skills necessary to deal effectively and courteously with a diverse group of internal and external callers, patients, staff and visitors.
2. Ability to work well under pressure and to prioritize work in a very busy atmosphere due to volume of telephone calls and registrations.
3. Requires knowledge of medical and radiologic terminology sufficient to respond to general inquiries.
4. Requires the ability to manage tasks effectively following established protocols.
5. Requires the analytical ability necessary to handle routine and complex functions.
6. (Phone and Verbal skills etc...)




7. Functions performed require the ability to communicate and/or discuss semi-complex and involved information with other employees, staff members, patients or the general public under conditions where basic understanding, sympathy and sensitivity may be required to effectively promote and maintain congeniality of relationship.
8. A comprehensive understanding of the Radiology Information System and the Hospital Information System for the purpose of registering patients and completing technical billing. Ability to use all applications competently
9. Knowledgeable and compliant in all hospital, State and federal requirements (where applicable to job performance) including policy and procedures, the Joint Commission and HIPAA

WORKING CONDITIONS
1. Generally works in pleasant office environment with adequate temperature, and lighting levels, with a minimal noise level from peripheral computer equipment, such as printers, etc.
2. Works in a patient care environment where there are some exposures to communicable diseases.
3. On occasion may encounter patients who can be disoriented, upset, and/or confrontational.

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/OVERVIEW:As a member of the Care Coordination Team, the Resource Specialist coordinates patient resources throughout the continuum, under the direction of the Care Coordination Managers, thereby facilitating the achievement of optimal resource management and customer satisfaction. Acts as a consultant to the teams, hospital community and ambulatory practices. Provides education and referral information regarding extended care facilities, placement process, homecare and community resources as appropriate, including levels of care, long term care assessment forms and Medicare/Medicaid rules and regulations regarding placement.Patient Care Management:1. Acts as a consultant to the hospital community, patients and families regarding the placement process and community resources.
2. Participates in family meetings and interdisciplinary team meetings as appropriate to develop and execute the discharge plan.
3. Assesses referred patients to determine if appropriate for homecare; determines if agency care effectively meets the homecare needs of the referred patient.
4. Establishes home care plan in conjunction with the Care Coordination Nurse and Social Worker and documents the plan and progress in the medical record including assistance with obtaining medications needed at discharge.
5. Coordinates demonstration/observation for homecare services when patient care involves new or unfamiliar procedures; arranges in conjunction with Care Coordination Nurse and Social Worker.
6. Coordinates and expedites final transfer with staff, patient, family and facility.
7. Updates the staff on new facilities and services and maintains a library of reference materials.Referral Management:1. Refers patients and/or their families to other hospital and community resources/services as appropriate.
2. Actively communicates, consults and collaborates with a wide range of social agencies, clinics, schools and courts.
3. Plans, when appropriate, a continuation of previous utilization management services and/or agency for continuity of care.
4. Maintains a statistical data base on referrals, admissions and homecare/community agency resources and tracks discharge process utilized by the patient.
5. Interprets insurance coverage for homecare of referred patients and obtains approval for services by payer or negotiates method of payment before discharge.
6. Coordinates, in conjunction with the Team, long and short term placements to extended care facilities, eg. rehabs, sub-acute, etc.
7. Maintains contact with appropriate facilities to advocate patient admissions..Evaluation:1. Monitors quality of care in ECFand#x2019;s, home/community agencies and reports findings to the Care Coordination Managers.
2. Maintains current information on non-acute provider agencies, including SNF, sub-acute, acute rehab and chronic facilities, including programs, homecare and specialties available. Acts as a resource to staff, patients and families concerning this information.
3. Provides follow-up and ongoing assistance with assessing community and ECF services. Follows up and tracks utilization of referred patients for evaluation purposes and provides feedback to the CCT.
4. Participates in relevant planning meetings to provide input into practice and program needs.Performance Improvement:1. Participates in the development and monitoring of performance standards for extended care facilities and homecare/community agencies. Maintains documentation to support findings.
2. Maintains contact with State regulatory agencies and non-acute care provider agencies to keep current on the rules and regulations needed to facilitate discharge planning.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Coordinates and schedules post-discharge follow-up appointments for inpatients as requested by the physician, nurse or care coordinator.
2. Communicates and documents appointment in the discharge electronic patient record
3. Builds effective communication processes for appointment requests
4. Provides follow-up call after discharge and triages issues to appropriate provider
5. Tracks volume of appointment requests, scheduled appointments and whether patient actually went to the appointment to create reports on utilization and outcomes describing patients that did or did not keep their appointment

QUALIFICATIONS:1. Bachelorand#x2019;s Degree preferred and health care experience, preferably in extended care facilities and community agencies.
2. Minimum 2 years experience in hospital discharge planning, long term care, community health or utilization review.
3. Bilingual (English/Spanish) preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:1. Interpersonal skills to interact effectively with various levels of staff, patients, families and community organizations. Must be able to participate effectively in an interdisciplinary team setting. Must be flexible.
2. Extensive knowledge of regulations, community organization, state and federal systems, medical terminology and levels of health care.
3. Must be able to manage a variable workload with the ability to constantly change priorities. Requires ability to work independently.
4. Requires basic typing and/or computer data entry skills, experience with personal computer and software desirable.
5. Must be very flexible in a constantly changing environment.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:- Initiative and ability to work both independently and as a member of a functional team
- Strong written and oral communication skills
- Excellent interpersonal skills and flexibility
- Application level software skills including MS Word, Access, and Excel.
WORKING CONDITIONS: Works in a busy and, at times, stressful hospital/office environment. Must be able to work well independently and in a multi-disciplinary group. Must be flexible.

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Provides general, entry level administrative support to managers, staff, providers and/or PIs under general supervision.
and#x2022; Provides routine administrative support such as: typing memos and letters, answering and transferring telephone calls, and taking and distributing messages.
and#x2022; Coordinates calendar and schedules including: scheduling appointments, coordinating meetings, and making travel arrangements.
and#x2022; Proofreads and edits manuscripts, performs library or literature searches, and helps to create and edit presentation materials.
and#x2022; Helps to prepare and edit grant applications and other related materials.
and#x2022; Performs transcription of dictated physician notes.
and#x2022; Assists with training and orienting staff as needed.
and#x2022; Provides cross coverage as needed.
and#x2022; Assists with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:and#x2022; Process and complete patient related paper work, including but not limited to, return to work forms, utilities, housing and jury duty letters, transportation forms and med clearance for exercise.
and#x2022; Process and complete health agency information requests, which may require contacting patient and physician to obtain additional information.
and#x2022; Upload outside patient consult reports, labs and health maintenance and advanced directive data into LMR
and#x2022; Facilitate the acquisition of outside medical records for patients
and#x2022; Coordinate follow-up appointments and tests for patients
and#x2022; Generate letters to patients reminding them of important preventive care tests.
and#x2022; Participate in and support special projects (patient survey data collection, attending evaluations of housestaff)
and#x2022; Maintain and analyze data and compile monthly statistical reports
and#x2022; Create systems and resources for efficiently managing above tasks through use of MS Office.
and#x2022; Contact patients after hospital discharge to ensure post discharge plans are in place.
and#x2022; Coordinate and implement 360andordm; evaluation system of residents by staff and patients.
and#x2022; Provide desk coverage for housestaff coordinator as necessary.
and#x2022; Assist with other projects as required.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Knowledge of office operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), answer questions and give routine information.
and#x2022; Verbal skills: Ability to interpret information as appropriate, answer routine questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
and#x2022; Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, following established protocols, and work within systems.
and#x2022; 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.
and#x2022; System Skills: Ability to type and enter data effectively. Entry level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Basic understanding and use of medical terminology.
and#x2022; Basic comprehension of billing and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:- Ability to work independently to resolve issues and achieve outcomes within the team
- Excellent written and oral communication and telephone skills.
- Outstanding interpersonal skills including working with and communicating with patients of all socioeconomic backgrounds.
- Excellent organizational skills with the ability to work on multiple ongoing projects and meet deadlines.
- Ability to effectively respond to time sensitive and confidential issues.
- Excellent knowledge of medical terminology.
- Knowledge of ordering tests and booking appointments.
- Ability to work effectively with all levels of faculty, residents, administration, and staff in situations where one must be courteous but firm in seeking information or cooperation
- Fluency in Spanish preferred
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness: 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
and#x2022; Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
and#x2022; Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
and#x2022; Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
and#x2022; Perform transcription of dictated physician notes.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum two years applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; Organization Skills: 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.
and#x2022; 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. May respond directly on behalf of manager/provider without direction or instruction.
and#x2022; System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Intermediate understanding and use of medical terminology.
and#x2022; Intermediate comprehension of billing and fiscal information.
and#x2022; 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.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:- Extensive daily communication and contact with many Clinical and Administrative Departments of BWH, as well as other medical facilities and organizations including the Brigham and Womenand#x2019;s Physician Organization (BWPO). This requires routing factual and confidential information and a detailed knowledge of policies and procedures at this institution as the others.- Maintains schedule(s) for Dr. Nino Chiocca including coordinating patient clinics, operating room schedule with all meetings within BWH as well as outside engagements that may be coordinated with his Executive Assistant.- Handles all telephone calls and messages having to do with Dr. Chioccaand#x2019;s administrative practice, triaging calls, as necessary, to appropriate personnel.- Ensuring that patient concerns are addressed and followed up by the appropriate personnel within the division. Ensure that most recent data is available and has been examined by Dr. Chiocca.- Composing routine correspondence to patients and physicians; extracting basic information from patient records.- Performs all other duties, related to Dr. Chioccaand#x2019;s administrative practice at Brigham and Womenand#x2019;s Hospital and the Dana-Farber Cancer Institute.- Works as a team member with all staff in the Division to ensure smooth operation of the Division, including participation in staff or faculty meetings, taking minutes, preparing agendas, and even coverage of other surgeons when necessary.- Performs all other duties as assigned, including all generally accepted office functions such as faxing, filing, photocopying, completion of forms and routine mailings as required.- This position will also be responsible for the administrative support of the Administrator of the department in direction, guidance, and support as directed by him or her. - Assists Operations Manager and Billing Manager with all events and items regarding Dr. Chiocca including mailings, calling, event planning, fund raising, etc.- Assists Operations Manager and Billing Manager with maintaining and monitoring appropriate payment and account maintenance. Follow-up on problem accounts (POand#x2019;s, packing slips, check requests, travel vouchers, practice accounts, research and special events).- Review and resolves all billing inquiries and issues for Dr. Chioccaand#x2019;s practice under the guidance of the Operations Manager and/or Billing Manager. This may includes Dr. Chioccaand#x2019;s rejection report, credit balance report, and TES edits.- Mails out copies of patient visit notes, pathology reports, radiology results, etc to all referring and coordinating physicians according to HIPPA and Division guidelines for Dr. Chiocca.- Work closely with the Dr. Chioccaand#x2019;s Executive Assistant in assisting and supporting Dr. Chiocco.
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned JOB SPECIFIC DUTIES AND RESPONSIBILITIES:1) Responsibility to Patients:a. Answers all telephone calls in an appropriate manner; correctly processes information and follows up accordingly (scheduling appointments, canceling appointments, answering questions, providing information, solving problems, transferring calls) The secretary screens all calls thoroughly and forwards to appropriate voice mailbox if necessary.
b. Greets patients courteously and helpfully and processes their information.
c. Treats all patients with dignity and professionalism thus enhancing their perception of (BCMA).
d. Advises patients of test preparation and managed care referrals if necessary.
e. Obtains demographic and financial information from all patients seen and enters the information into the hospital computer system.
f. Checks for and helps patients with referral process. This gatekeeping function involves making unpopular decisions and requires great tact.
g. Collects copays.
h. Creates or updates hospital identification plate.
i. For new patients, obtains signature for consent for medial treatment and insurance forms and issues a medical record chart.
j. Registers patients by phone and from paper forms.
k. Performs all other duties as assigned.2) Responsibility to Practice Physician:a. Assists physician with all secretarial aspects of patient care (scheduling appointments, confirming appointments, relaying messages, overseeing daily patient schedules.
b. Greets patients courteously and efficiently.
c. Communicates and follows through with the physician in a professional manner.
d. Manages physician schedule.
e. Maintains good interpersonal skills in all interactions with public staff.
f. Receives and directs all incoming phone calls. This includes triage of calls to appropriate area/person in a courteous manner. Takes and transfers complete and accurate information utilizing appropriate forms, in a legible and accurate fashion.3) Responsibility to Fellow Employees.a. Works to establish and maintain good relationships with fellow employees as an effective team member.
b. Works cooperatively with fellow employees to solve problems and to make the facility function efficiently.
c. Fills in for fellow secretaries when asked to do so.
d. Assists the Practice manager with work overflow if necessary.4) Handling Materialsa. Acquires all materials (i.e. x-rays, medical charts) necessary for patient visit.
b. Processes patient and hospital material accurately and expeditiously.
c. Advises patients about what to do with records or forms they might bring to visit.
d. Accurately fills out necessary requisitions for test/procedures and specialty consultations as directed by physician. Reviews all necessary information and directions with patient.5) Caring for Facility and Equipment.a. Keeps secretarial and work area neat.
b. Keeps inventory of necessary supplies and equipment, informing administrative staff when supplies need reordering.
c. Keeps all secretarial equipment clean and in good working order and reports equipment problems to Practice Manager.6) Responsibility to Supervisory Staff.a. Follows instructions and assists supervisory staff.
b. Maintains good communication and reports problems to supervisor.
c. Performs special projects as requested by Practice Manager.
d. Accepts assignments in accordance with the variable needs of BCMA.
e. Performs all other duties as assigned.
OTHER:This position requires the individual to understand the overall goals and systems of the facility; communicate effectively with socially diverse groups of patients visiting their physicians for problems that may be life threatening, coping with the anxiety and stress often created in such situations; communicate well with a large group of physicians working in a fast paced and demanding environment. The individual must also respect the strict confidentiality of medical records and patientsand#x2019; clinical information, and never discuss patients or their care outside of the practice.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
JOB SPECIFIC QUALIFICATIONS:Applicants must have a high school diploma (or equivalent) plus medical secretarial training or additional education preferably at least 2 years of college. Prior work experience in a similar work environment. Excellent organizational skills, good communication skills (written and oral), good interpersonal skills, and the ability to work under pressure are important considerations. Some keyboard experience is also required.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:

Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform entry level administrative skills under general supervision.
and#x2022; Answer and transfer telephone calls.
and#x2022; Schedule and register patients for appointments/procedures, confirm appointments/procedures, prepare for patient visit by providing patient with all necessary information and completing all necessary tasks.
and#x2022; Receive patient at arrival, verify and obtain all necessary information, and ensure forms are completed.
and#x2022; Ensure all billing/fiscal information is completed and submitted after visit, including collection and daily reconciliation of any co-payments.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:As an integral member of the PeriOperative Patient Care Team, the secretary is responsible for the efficient, effective flow of patients and information. The secretary acts as liaison providing information to patients, families, and surgical team members. The secretary ensures that patients, family members, and surgical team members are attended to in a caring and attentive manner, responding to their needs in a timely manner and maintaining a professional and friendly demeanor at all times.Patient Flow
Accurately maintain systems to efficiently and effectively manage the flow of patients and their family members in a customer friendly environment.
1. The secretary maintains accurate and timely information regarding patient status.
2. Tracks OR schedule via computer, initiating communication to NIC regarding progress of surgical cases and relevant information.
3. The secretary checks patients into the unit according to unit standards including the timely and accurate recording of information in the computer and manual log.
4. Maintains constant communication with OR and Surgical Liaison to maintain efficient and effective flow of both patients and their families.
5. Demonstrates initiative and self-direction in assisting with patient flow: such as assisting with patient transfers as needed.Information Flow
Responsible for ensuring that the needs of patients, families, and staff are responded to in a timely professional and courteous manner. Maintains confidentiality and communicates accurate information to patients, families, and team members
1. Demonstrates courtesy, respect, and professionalism in communications
and#x2022; Answers multiple line telephone within three rings
and#x2022; Utilizes customer service skills and standards identifiers when answering phone calls
and#x2022; Uses the intercom appropriately and professionally
and#x2022; Maintains courteous, helpful communications with all team members2. Develops systems/methodologies to ensure privacy/confidentiality for all patient records and communications
3. Acts as the liaison with OR, DSU, Pre-Op, Medical Records, Equipment Pool andamp; Hospital Labs etc.
and#x2022; Maintains manual and electronic patient logs, ensuring that all information is complete and available
and#x2022; Ensures the availability and assembles appropriate paperwork for the nurse
and#x2022; Accurately documents and communicates information, i.e., lap results to appropriate Nursing Staff
and#x2022; Demonstrates initiative and self-direction in developing systems to ensure equipment, supplies and appropriate paperwork is available in a timely mannerService
Works cohesively as a member of the Patient Care Team, anticipating the needs of team members, as well as the patients/families. Establishes and maintains a positive relationship with each patient, family and team member.
1. Maintains hospital service standards, with particular attention to personal/behavioral, staff teamwork, and patient-staff interaction guidelines.
2. Actively participates in performance improvement initiatives.
3. Performs all other duties as needed, floating, initiating assistance with all secretarial functions.
4. Consistently maintains confidentiality/privacy of all patients.

QUALIFICATIONS:

Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum six months applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
A. Phone skills:
and#x2022; Ability to use phone system (answer and screen calls, put on hold), answer routine questions and give routine information.
B. Verbal skills:
and#x2022; Ability to interpret information as appropriate, answer routine questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
C. Organization Skills:
and#x2022; Ability to manage work processes in a neat and orderly way and to sort and alphabetize.
and#x2022; Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
D. Writing Skills:
and#x2022; 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.
E. System Skills:
and#x2022; Ability to type and enter data at an entry level. Entry level understanding of applicable systems.
and#x2022; Understanding of the appropriate use and importance of related forms.
and#x2022; Basic understanding and use of medical terminology.
and#x2022; Basic comprehension of insurance types and referral process.
and#x2022; Basic comprehension of registration and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Patient Flow / Information Flow = 50%
Accurately maintain systems to efficiently and effectively manage the flow of patients and their family members in a customer friendly environment. The secretary maintains accurate and timely information regarding patient status.
1. The secretary maintains accurate and timely information regarding patient status. Patient information is current andamp; accurate on log andamp; in computer.
2. Tracks OR schedule via computer, initiating communication to NIC regarding progress of surcgical cases and relevant information.
3. Maintains constant communication with OR and Surgical Liaison to maintain efficient and effective flow of both patients and their families. Identifies issues which require input from NIC.
4. Demonstrates initiative and self-direction in assisting with patient flow: such as assisting with patient transfers as needed.Responsible for ensuring that the needs of patients, families, and staff are responded to in a timely, professional, and courteous manner. Maintains confidentiality and communicates accurate information to patients, families, and team members. Demonstrates courtesy, respect, and professionalism in communications.
1. Answers multiple line telephone within three rings.
2. Utilizes customer service skills and standard identifiers when answering phone calls.
3. Uses the intercom appropriately and professionally
4. Maintains courteous, helpful communications with all team membersService = 50%
Works cohesively as a member of the Patient Care Team, anticipating the needs of the team members, as well as the patients/families. Establishes and maintains a positive relationship with each patient, family, and team member.
1. Maintains hospital service standards, with particular attention to personal/behavioral, staff teamwork, and patient-staff interaction guidelines.
2. Actively participates in performance improvement initiatives
3. Performs all other duties as needed, floating, initiating assistance with all secretarial functions
4. Consistently maintains confidentiality/privacy of all patients
BWH Behavioral Competencies
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Rotating Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
Job Specific General Summary:The Administrative Assistant II will support all the administrative and academic needs of the Radiation Oncology physician group within the BWH/DFCI Network Cancer Centers. There are currently 9 Network based Radiation Oncologists that cover the Dana-Farber Brigham and Womenand#x2019;s Cancer Center (DFBWCC) locations in Milford and both Weymouth locations (South Shore Hospital and Libbey Park). The Radiation Oncologists are part of the Brigham and Womenand#x2019;s Physician Organization (BWPO). The Administrative Assistant will be responsible for handling multiple schedules, arranging meetings (including taking minutes), handling telephone calls, getting mail, finding journal articles, copying, typing reports or letters, and working on projects for the Medical Director and Network Director, and others as needed.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
and#x2022; Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
and#x2022; Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
and#x2022; Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
and#x2022; Perform transcription of dictated physician notes.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
Job Specific Responsibilities:Administrative Assistant
and#x2022; Handle telephone calls coming into the Networkk by triaging and recording messages to the appropriate staff members.
and#x2022; Create, maintain, and adjust physician schedules for Milford and both Weymouth locations in the outlook calendar and in Aria schedules This includes creating templates for the on-call and other rotating schedules for the physicians. Update phone lists and distribute them to staff members.
and#x2022; Responsible for ordering and distributing departmental beepers, cell phones and keys.
and#x2022; Obtain ordering information for physician lab coats and communicate this information to the office managers for ordering from the vendor. and#x2022; Provide administrative support for visitors to the clinic. Includes filing paperwork, arranging for ID badges and securing temporary computer access as necessary.
and#x2022; Manage and schedule physician employment interviews. Includes coordinating travel and accommodations for the candidates and arranging interview schedules.
and#x2022; Track physician CME credits.
and#x2022; Update physician CVs, assist with manuscript submission, copying and filing.
and#x2022; Assist with physician competency tracking and physician reappointment paperwork as necessary.
and#x2022; Open and sort mail for designated physicians in the clinic mailroom.
and#x2022; Locate any requested journal articles on-line and in the hospital libraries.
and#x2022; Inform appropriate office staff of office supply orders at the individual locations for each physician. Assist staff members in sending letters, faxes, and reports. Includes referrals to outside institutions.
and#x2022; Assist staff members with travel arrangements and meeting registration.
and#x2022; Assist staff members with any clerical duties. This includes creating labels, fax cover sheets, typing reports or letters, formatting references in manuscripts,. Maintain and organize the physician administration office. Includes completing maintenance work orders for the department and maintaining office equipment.
and#x2022; Book meeting rooms for physicians at BWH or DFCI facilities as necessary. Coordinate schedules and booking for all staff for departmental conference rooms.
and#x2022; Provide meeting support for recurring meetings and as needed. Includes scheduling meetings, taking minutes and distributing materials.
and#x2022; Assist physicians in preparing for presentations, including Powerpoint slides.
and#x2022; Add appointments, meetings and on-call duties to physiciansand#x2019; clinic schedules.
and#x2022; Coordinate updates of department Web sites.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum two years applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
Job Specific Requirements:and#x2022; 3-5 years experience.
and#x2022; Proven written and verbal skills.
and#x2022; Knowledge of Microsoft Excel, Word, PowerPoint, Outlook. EndNote preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; Organization Skills: 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.
and#x2022; 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. May respond directly on behalf of manager/provider without direction or instruction.
and#x2022; System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Intermediate understanding and use of medical terminology.
and#x2022; Intermediate comprehension of billing and fiscal information.
and#x2022; 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
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:The Department of Primary Care and the Integrated Care Management Program (iCMP) at Brigham and Womenand#x2019;s Hospital have created a position for a Community Resource Specialist who will work with Social Workers, Nurse Care Coordinators and other primary care staff to ensure that patients receive the resources and services they need. This position is responsible for assisting with the development and continuity of collaborative relationships with community resources for our patients. The Community Resource Specialist is responsible for acting as a liaison between the hospital and various groups and services in the community.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Provide assistance to patients identified by the clinical staff
and#x2022; Refer patients and their families, who need assistance, to the appropriate educational resources regarding health care delivery and reimbursement, prescription drug programs, health and wellness programs, long term care insurance, asset and legal management, government programs, community agencies, public and private organizations, housing options, and other services, as appropriate.
and#x2022; Advocate for patients to ensure their safety, physical, legal and financial well-being.
and#x2022; Support patients to meet their health goals.
and#x2022; Proactively develop and maintain partnerships with local community-based agencies and programs
and#x2022; Research resources and programs available for patients and their caregivers including but not limited to: disabled and elder housing assistance and programs; legal, financial and insurance resources; health education material.
and#x2022; Maintain the resource database and regularly update staff on new information
and#x2022; Participate in regular interdisciplinary team meetings to develop strategies for better supporting patients with complex care needs
and#x2022; Work collaboratively with Social Workers and other staff to support patients which may include, but is not limited to: finding support systems for patients experiencing grief or bereavement; identifying and referring patients to community services such as transportation, Meals on Wheels, day programs; and the coordination of referrals to internal and external resources.
and#x2022; Act as a liaison between care teams and community groups and foster relationships with key contacts in those groups
and#x2022; Maintain patient confidentiality in all matters.
and#x2022; Participate in process improvement groups
and#x2022; Occasional community visits
and#x2022; All other duties as assigned

QUALIFICATIONS:and#x2022; Bachelors degree required
and#x2022; Demonstrated experience working with diverse and at-risk populations
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Customer focused and patient-centered
and#x2022; Enjoys being part of a diverse team
and#x2022; Ability to multi-task
and#x2022; Comfortable with change
and#x2022; Ability to work with patients in advising and developing goals
and#x2022; Must have strong interpersonal skills.
and#x2022; History of being highly organized, effective multi-tasker, self-motivated and self-directed
and#x2022; Assessment and problem solving skills
and#x2022; Ability to identify patientand#x2019;s needs and coordinate with community based services
and#x2022; Strong written and oral communication skills
and#x2022; Ability to converse comfortably with patients and their caregivers and practice staff.
and#x2022; Ability to represent the care team and maintain and build relationships in the community
and#x2022; Knowledge of effective marketing techniques
and#x2022; Spanish language skills preferred but not required
WORKING CONDITIONS:and#x2022; Office based environment, with occasional travel to ambulatory based BWH primary care practices

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
Job Specific General Summary:The Administrative Assistant II will support all the administrative and academic needs of the Radiation Oncology physician group within the BWH/DFCI Network Cancer Centers. There are currently 9 Network based Radiation Oncologists that cover the Dana-Farber Brigham and Womenand#x2019;s Cancer Center (DFBWCC) locations in Milford and both Weymouth locations (South Shore Hospital and Libbey Park). The Radiation Oncologists are part of the Brigham and Womenand#x2019;s Physician Organization (BWPO). The Administrative Assistant will be responsible for handling multiple schedules, arranging meetings (including taking minutes), handling telephone calls, getting mail, finding journal articles, copying, typing reports or letters, and working on projects for the Medical Director and Network Director, and others as needed.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
and#x2022; Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
and#x2022; Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
and#x2022; Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
and#x2022; Perform transcription of dictated physician notes.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
Job Specific Responsibilities:Administrative Assistant
and#x2022; Handle telephone calls coming into the Networkk by triaging and recording messages to the appropriate staff members.
and#x2022; Create, maintain, and adjust physician schedules for Milford and both Weymouth locations in the outlook calendar and in Aria schedules This includes creating templates for the on-call and other rotating schedules for the physicians. Update phone lists and distribute them to staff members.
and#x2022; Responsible for ordering and distributing departmental beepers, cell phones and keys.
and#x2022; Obtain ordering information for physician lab coats and communicate this information to the office managers for ordering from the vendor. and#x2022; Provide administrative support for visitors to the clinic. Includes filing paperwork, arranging for ID badges and securing temporary computer access as necessary.
and#x2022; Manage and schedule physician employment interviews. Includes coordinating travel and accommodations for the candidates and arranging interview schedules.
and#x2022; Track physician CME credits.
and#x2022; Update physician CVs, assist with manuscript submission, copying and filing.
and#x2022; Assist with physician competency tracking and physician reappointment paperwork as necessary.
and#x2022; Open and sort mail for designated physicians in the clinic mailroom.
and#x2022; Locate any requested journal articles on-line and in the hospital libraries.
and#x2022; Inform appropriate office staff of office supply orders at the individual locations for each physician. Assist staff members in sending letters, faxes, and reports. Includes referrals to outside institutions.
and#x2022; Assist staff members with travel arrangements and meeting registration.
and#x2022; Assist staff members with any clerical duties. This includes creating labels, fax cover sheets, typing reports or letters, formatting references in manuscripts,. Maintain and organize the physician administration office. Includes completing maintenance work orders for the department and maintaining office equipment.
and#x2022; Book meeting rooms for physicians at BWH or DFCI facilities as necessary. Coordinate schedules and booking for all staff for departmental conference rooms.
and#x2022; Provide meeting support for recurring meetings and as needed. Includes scheduling meetings, taking minutes and distributing materials.
and#x2022; Assist physicians in preparing for presentations, including Powerpoint slides.
and#x2022; Add appointments, meetings and on-call duties to physiciansand#x2019; clinic schedules.
and#x2022; Coordinate updates of department Web sites.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum two years applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
Job Specific Requirements:and#x2022; 3-5 years experience.
and#x2022; Proven written and verbal skills.
and#x2022; Knowledge of Microsoft Excel, Word, PowerPoint, Outlook. EndNote preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; Organization Skills: 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.
and#x2022; 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. May respond directly on behalf of manager/provider without direction or instruction.
and#x2022; System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Intermediate understanding and use of medical terminology.
and#x2022; Intermediate comprehension of billing and fiscal information.
and#x2022; 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
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 performanceMeeting these expectations is key to the success of your department and the organization. PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Provides general, entry level administrative support to managers, staff, providers and/or PIs under general supervision.
and#x2022; Provides routine administrative support such as: typing memos and letters, answering and transferring telephone calls, and taking and distributing messages.
and#x2022; Coordinates calendar and schedules including: scheduling appointments, coordinating meetings, and making travel arrangements.
and#x2022; Proofreads and edits manuscripts, performs library or literature searches, and helps to create and edit presentation materials.
and#x2022; Helps to prepare and edit grant applications and other related materials.
and#x2022; Performs transcription of dictated physician notes.
and#x2022; Assists with training and orienting staff as needed.
and#x2022; Provides cross coverage as needed.
and#x2022; Assists with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:Coordinates tasks related to the day-to-day operations of the
Department of Medicine Continuing Medical Education Programs. Provides direct administrative support to Course Director and Administrator as assigned and
assists with general administrative support of DOM CME Office. Assists CME Course Administrator and Course Director on all programs associated with the Office for Continuing Medical Education (CME) in the Department of Medicine. LIVE PROGRAMS:
and#x2022; Three annual and#x201c;Liveand#x201d; post-graduate medical education courses including the 8-day Intensive Review of Internal Medicine (IRIM), The Brigham Update in Medicine, and The Brigham Renal Board Review Course.
and#x2022; Live International programs are being planned (Medicine 2013: London, UK, August 2013)
and#x2022; May be asked to assist indirectly with other Live DOM courses as deemed necessary.ENDURING PROGRAMS:
and#x2022; IRIM andamp; Brigham Renal Board Review Home-Study Components - Enduring Activities produced from Live Courses provided on DVD/MP formats.
and#x2022; The Brigham Board Review and#x201c;Distance Learningand#x201d; Courses: Currently consisting of 7 renewable subspecialty programs on DVD/MP format (Critical Care, Pulmonary, GI, Rheumatology, ID, Allergy, Endocrine). Additional subspecialty programs in Cardiology, Dermatology andamp; Neurology andamp; others are being planned.
and#x2022; Web-Based andamp; Blended Learning Courses as developed from Live andamp; Enduring Activities (ie, Update in Medicine HMS Webcast; ISN-ANIO Project in conjunction India Live Conference, October 2012)

Responsibilities for Live andamp; Enduring Programs include assisting Course Administrator and Course Director with coordinating speaker andamp; program schedules (ie, IRIM live has over 150 lectures; 75 lectures on IRIM home-study); working under tight deadlines with many faculty leaders for obtaining course materials/slides for preparing course syllabi; obtaining required speaker disclosure andamp; release forms; assists with editing marketing materials and journal ads; securing conference space, food andamp; beverage and ensuring all event details are attended to. Assist Course Administrator with fundraising efforts as deemed necessary. Helps with on-site registration and staffs registration desk during courses. Works with Course Administrator to ensure compliance with HMS CME and Partners OII policies. Relates well with AV/technical staff and Hotel staff and other outside vendors. Monitors inventory of course material. Assists in processing speaker honoraria and payment of course expense invoices.SPECIAL PROJECTS:
and#x2022; Chinese and#x201c;Frontiers in Medicineand#x201d; Program: Responsibilities include assisting Course Administrator and Course Director (approx 3-4 times per year) coordinating/organizing lecture programs in various internal medicine subspecialties (speaker schedules andamp; institutional and#x201c;Toursand#x201d;) as required for groups of visiting Chinese physicians. Assists Course Administrator in obtaining lecture slides, required disclosure andamp; release forms, securing conference space, food andamp; beverage, and ensuring all event details are attended to. Helps with on-site registration, letters of invitation and certificates of attendance. Works with Course Administrator to ensure compliance with HMS CME and Partners OII policies. Works with many faculty leaders, AV/technical staff and other outside vendors as necessary.and#x2022; Editorial Assistance - The Brigham Intensive Review of Internal Medicine Textbook: Assists Course Administrator and Course Director on major CME textbook editions (US andamp; International versions). Responsibilities include: Assistance with time-sensitive acquisition of chapters and page proofs. Helps to communicate submission details and other key information as needed between Editors, Authors and publishing company, coordinate textbook marketing efforts associated with Live and Enduring CME programs; assists in payment of invoices, speaker honorarium and monitoring inventory.and#x2022; Assists with Other Special Projects as required by Course Director (often for special symposia, conferences and dinner meetings).

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Knowledge of office operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), answer questions and give routine information.
and#x2022; Verbal skills: Ability to interpret information as appropriate, answer routine questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
and#x2022; Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, following established protocols, and work within systems.
and#x2022; 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.
and#x2022; System Skills: Ability to type and enter data effectively. Entry level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Basic understanding and use of medical terminology.
and#x2022; Basic comprehension of billing and fiscal information.
and#x2022; 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 1. People: Focus on serving the community through collaboration and respectInclusiveness: 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting prioritiesLearning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support: Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision
and#x2022; Probe skillfully to get at the facts
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Excellent computer skills. Proficient in Microsoft Office.
and#x2022; Strong organization ability needed to be able to manage and prioritize a large volume of work often with specific deadlines.
and#x2022; Good interpersonal skills. Must be able to deal with many different levels of staff and#x2013; from senior thought leaders to administrative assistants, technical staff, and other institutional offices and outside vendors
and#x2022; High level of attention to detail for frequent program changes, marketing material edits and proofreading large volumes of educational content.
and#x2022; Initiative and ability to work both independently and as a member of a functional team. Requires the ability to work effectively with all levels of faculty, administration, and staff in situations where one must be courteous but firm in seeking information or cooperation
and#x2022; Ability to effectively respond to time sensitive and confidential issues

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
JOB SPECIFIC GENERAL SUMMARY/ OVERVIEW STATEMENT:The Patient Access Coordinator (PAC) is primarily responsible for answering and appropriately managing incoming telephone calls; scheduling patient appointments; creating and updating patient registrations; setting visit expectations and responding to customersand#x2019; information needs. The PAC is responsible for performing various administrative and clerical duties required to support the clinicians at Brigham Psychiatric Specialties. Additionally, the PAC is cross-trained and utilized as a Practice Assistant II, thereby assuming the responsibilities associated with the patient check-in and check-out function. The PAC must be self-directed and enjoy working autonomously as well as being part of a team. Frequently initiates communication with Patients, Physicians, and staff members to ensure the smooth operation of BPS and clinical needs. Ensures Joint Commission and BWH compliance.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned
JOB SPECIFIC PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Answers incoming telephone calls in a timely fashion, using the practice standard greeting and other telephone/written etiquette. For routine matters, respond directly to patient/customer inquiries without referring the patient or customer elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, and directions. Ensure that patientsand#x2019; questions are appropriately answered and/or that appropriate follow-up is provided.2. Assume primary responsibility for scheduling patient appointments. In accordance with departmental protocols, adjust templates and daily schedules as needed; add clinical time to physicianand#x2019;s schedules in order to accommodate the patient. Cancel and reschedule appointments as requested. If the next available appointment exceeds a reasonable timeframe (as established by the practice), or if the patient expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work the physicianand#x2019;s cancellation (bump) list as required. 3. Assume primary responsibility for pre-appointment intake, ensure that all required demographic and insurance information is accurately collected and/or updated.4. Establish appropriate expectations related to the visit, including those related financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their BWH Blue Hospital card and insurance card to the visit. Provide patients with financial information, including fee information, as requested. This includes co-pay information and payment policies. For more complicated insurance or billing questions and for financial counseling, refer patients to an appropriate financial counselor or BWH/BWPO Patient Liaison. Inform patient if we are a nonparticipating provider with their insurance carrier.5. Performs and completes physician orders accurately and thoroughly. Responsible for performing various administrative and clerical duties required to support the clinicians on an as-needed basis including opening and closing templates, faxing, management of Prior Authorizations and PT1 transportation forms.6. Appropriately manage Practice Gateway Messages. In accordance with Practice protocols, appropriately schedule requested appointments as well as generate and distribute phone messages in a timely fashion.7. Function as a Practice Assistant II when required. Competently perform all duties a responsibilities indicated in the Practice Assistant II job description (attached).8. Responsible for communicating inventory needs and opening/closing functions. This would include communication of staples supplies, turning on/off lights, ensuring that photocopier and fax have paper etc.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
JOB SPECIFIC QUALIFICATIONS:and#x2022; Minimum one year applicable work experience required
and#x2022; Some additional training in office systems or other post high school education preferred
and#x2022; Successful completion of BPOT and customer service training, within the 90-day probationary period.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
and#x2022; Demonstrated customer service skills, including the ability to use appropriate judgement, independent thinking and creativity when resolving customer issues.
and#x2022; Ability to effectively handle challenging situations and to balance multiple priorities.
and#x2022; Excellent verbal communication skills.
and#x2022; Able to communicate effectively in writing.
and#x2022; Ability to use personal computers and select software applications.
and#x2022; Working knowledge of physician billing, third party insurance, referral requirements, and multi-line telephones required within probationary period.
WORKING CONDITIONS:and#x2022; Normal office environment, no discomfort due to physical surroundings.
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:The Department of Primary Care and the Integrated Care Management Program (iCMP) at Brigham and Womenand#x2019;s Hospital have created a position for a Community Resource Specialist who will work with Social Workers, Nurse Care Coordinators and other primary care staff to ensure that patients receive the resources and services they need. This position is responsible for assisting with the development and continuity of collaborative relationships with community resources for our patients. The Community Resource Specialist is responsible for acting as a liaison between the hospital and various groups and services in the community.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Provide assistance to patients identified by the clinical staff
and#x2022; Refer patients and their families, who need assistance, to the appropriate educational resources regarding health care delivery and reimbursement, prescription drug programs, health and wellness programs, long term care insurance, asset and legal management, government programs, community agencies, public and private organizations, housing options, and other services, as appropriate.
and#x2022; Advocate for patients to ensure their safety, physical, legal and financial well-being.
and#x2022; Support patients to meet their health goals.
and#x2022; Proactively develop and maintain partnerships with local community-based agencies and programs
and#x2022; Research resources and programs available for patients and their caregivers including but not limited to: disabled and elder housing assistance and programs; legal, financial and insurance resources; health education material.
and#x2022; Maintain the resource database and regularly update staff on new information
and#x2022; Participate in regular interdisciplinary team meetings to develop strategies for better supporting patients with complex care needs
and#x2022; Work collaboratively with Social Workers and other staff to support patients which may include, but is not limited to: finding support systems for patients experiencing grief or bereavement; identifying and referring patients to community services such as transportation, Meals on Wheels, day programs; and the coordination of referrals to internal and external resources.
and#x2022; Act as a liaison between care teams and community groups and foster relationships with key contacts in those groups
and#x2022; Maintain patient confidentiality in all matters.
and#x2022; Participate in process improvement groups
and#x2022; Occasional community visits
and#x2022; All other duties as assigned

QUALIFICATIONS:and#x2022; Bachelors degree required
and#x2022; Demonstrated experience working with diverse and at-risk populations
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Customer focused and patient-centered
and#x2022; Enjoys being part of a diverse team
and#x2022; Ability to multi-task
and#x2022; Comfortable with change
and#x2022; Ability to work with patients in advising and developing goals
and#x2022; Must have strong interpersonal skills.
and#x2022; History of being highly organized, effective multi-tasker, self-motivated and self-directed
and#x2022; Assessment and problem solving skills
and#x2022; Ability to identify patientand#x2019;s needs and coordinate with community based services
and#x2022; Strong written and oral communication skills
and#x2022; Ability to converse comfortably with patients and their caregivers and practice staff.
and#x2022; Ability to represent the care team and maintain and build relationships in the community
and#x2022; Knowledge of effective marketing techniques
and#x2022; Spanish language skills preferred but not required
WORKING CONDITIONS:and#x2022; Office based environment, with occasional travel to ambulatory based BWH primary care practices

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 performanceMeeting these expectations is key to the success of your department and the organization. PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Provides general, entry level administrative support to managers, staff, providers and/or PIs under general supervision.
and#x2022; Provides routine administrative support such as: typing memos and letters, answering and transferring telephone calls, and taking and distributing messages.
and#x2022; Coordinates calendar and schedules including: scheduling appointments, coordinating meetings, and making travel arrangements.
and#x2022; Proofreads and edits manuscripts, performs library or literature searches, and helps to create and edit presentation materials.
and#x2022; Helps to prepare and edit grant applications and other related materials.
and#x2022; Performs transcription of dictated physician notes.
and#x2022; Assists with training and orienting staff as needed.
and#x2022; Provides cross coverage as needed.
and#x2022; Assists with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:Coordinates tasks related to the day-to-day operations of the
Department of Medicine Continuing Medical Education Programs. Provides direct administrative support to Course Director and Administrator as assigned and
assists with general administrative support of DOM CME Office. Assists CME Course Administrator and Course Director on all programs associated with the Office for Continuing Medical Education (CME) in the Department of Medicine. LIVE PROGRAMS:
and#x2022; Three annual and#x201c;Liveand#x201d; post-graduate medical education courses including the 8-day Intensive Review of Internal Medicine (IRIM), The Brigham Update in Medicine, and The Brigham Renal Board Review Course.
and#x2022; Live International programs are being planned (Medicine 2013: London, UK, August 2013)
and#x2022; May be asked to assist indirectly with other Live DOM courses as deemed necessary.ENDURING PROGRAMS:
and#x2022; IRIM andamp; Brigham Renal Board Review Home-Study Components - Enduring Activities produced from Live Courses provided on DVD/MP formats.
and#x2022; The Brigham Board Review and#x201c;Distance Learningand#x201d; Courses: Currently consisting of 7 renewable subspecialty programs on DVD/MP format (Critical Care, Pulmonary, GI, Rheumatology, ID, Allergy, Endocrine). Additional subspecialty programs in Cardiology, Dermatology andamp; Neurology andamp; others are being planned.
and#x2022; Web-Based andamp; Blended Learning Courses as developed from Live andamp; Enduring Activities (ie, Update in Medicine HMS Webcast; ISN-ANIO Project in conjunction India Live Conference, October 2012)

Responsibilities for Live andamp; Enduring Programs include assisting Course Administrator and Course Director with coordinating speaker andamp; program schedules (ie, IRIM live has over 150 lectures; 75 lectures on IRIM home-study); working under tight deadlines with many faculty leaders for obtaining course materials/slides for preparing course syllabi; obtaining required speaker disclosure andamp; release forms; assists with editing marketing materials and journal ads; securing conference space, food andamp; beverage and ensuring all event details are attended to. Assist Course Administrator with fundraising efforts as deemed necessary. Helps with on-site registration and staffs registration desk during courses. Works with Course Administrator to ensure compliance with HMS CME and Partners OII policies. Relates well with AV/technical staff and Hotel staff and other outside vendors. Monitors inventory of course material. Assists in processing speaker honoraria and payment of course expense invoices.SPECIAL PROJECTS:
and#x2022; Chinese and#x201c;Frontiers in Medicineand#x201d; Program: Responsibilities include assisting Course Administrator and Course Director (approx 3-4 times per year) coordinating/organizing lecture programs in various internal medicine subspecialties (speaker schedules andamp; institutional and#x201c;Toursand#x201d;) as required for groups of visiting Chinese physicians. Assists Course Administrator in obtaining lecture slides, required disclosure andamp; release forms, securing conference space, food andamp; beverage, and ensuring all event details are attended to. Helps with on-site registration, letters of invitation and certificates of attendance. Works with Course Administrator to ensure compliance with HMS CME and Partners OII policies. Works with many faculty leaders, AV/technical staff and other outside vendors as necessary.and#x2022; Editorial Assistance - The Brigham Intensive Review of Internal Medicine Textbook: Assists Course Administrator and Course Director on major CME textbook editions (US andamp; International versions). Responsibilities include: Assistance with time-sensitive acquisition of chapters and page proofs. Helps to communicate submission details and other key information as needed between Editors, Authors and publishing company, coordinate textbook marketing efforts associated with Live and Enduring CME programs; assists in payment of invoices, speaker honorarium and monitoring inventory.and#x2022; Assists with Other Special Projects as required by Course Director (often for special symposia, conferences and dinner meetings).

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Knowledge of office operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), answer questions and give routine information.
and#x2022; Verbal skills: Ability to interpret information as appropriate, answer routine questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
and#x2022; Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, following established protocols, and work within systems.
and#x2022; 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.
and#x2022; System Skills: Ability to type and enter data effectively. Entry level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Basic understanding and use of medical terminology.
and#x2022; Basic comprehension of billing and fiscal information.
and#x2022; 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 1. People: Focus on serving the community through collaboration and respectInclusiveness: 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting prioritiesLearning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support: Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision
and#x2022; Probe skillfully to get at the facts
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Excellent computer skills. Proficient in Microsoft Office.
and#x2022; Strong organization ability needed to be able to manage and prioritize a large volume of work often with specific deadlines.
and#x2022; Good interpersonal skills. Must be able to deal with many different levels of staff and#x2013; from senior thought leaders to administrative assistants, technical staff, and other institutional offices and outside vendors
and#x2022; High level of attention to detail for frequent program changes, marketing material edits and proofreading large volumes of educational content.
and#x2022; Initiative and ability to work both independently and as a member of a functional team. Requires the ability to work effectively with all levels of faculty, administration, and staff in situations where one must be courteous but firm in seeking information or cooperation
and#x2022; Ability to effectively respond to time sensitive and confidential issues

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
JOB SPECIFIC GENERAL SUMMARY/ OVERVIEW STATEMENT:The Patient Access Coordinator (PAC) is primarily responsible for answering and appropriately managing incoming telephone calls; scheduling patient appointments; creating and updating patient registrations; setting visit expectations and responding to customersand#x2019; information needs. The PAC is responsible for performing various administrative and clerical duties required to support the clinicians at Brigham Psychiatric Specialties. Additionally, the PAC is cross-trained and utilized as a Practice Assistant II, thereby assuming the responsibilities associated with the patient check-in and check-out function. The PAC must be self-directed and enjoy working autonomously as well as being part of a team. Frequently initiates communication with Patients, Physicians, and staff members to ensure the smooth operation of BPS and clinical needs. Ensures Joint Commission and BWH compliance.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned
JOB SPECIFIC PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Answers incoming telephone calls in a timely fashion, using the practice standard greeting and other telephone/written etiquette. For routine matters, respond directly to patient/customer inquiries without referring the patient or customer elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, and directions. Ensure that patientsand#x2019; questions are appropriately answered and/or that appropriate follow-up is provided.2. Assume primary responsibility for scheduling patient appointments. In accordance with departmental protocols, adjust templates and daily schedules as needed; add clinical time to physicianand#x2019;s schedules in order to accommodate the patient. Cancel and reschedule appointments as requested. If the next available appointment exceeds a reasonable timeframe (as established by the practice), or if the patient expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work the physicianand#x2019;s cancellation (bump) list as required. 3. Assume primary responsibility for pre-appointment intake, ensure that all required demographic and insurance information is accurately collected and/or updated.4. Establish appropriate expectations related to the visit, including those related financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their BWH Blue Hospital card and insurance card to the visit. Provide patients with financial information, including fee information, as requested. This includes co-pay information and payment policies. For more complicated insurance or billing questions and for financial counseling, refer patients to an appropriate financial counselor or BWH/BWPO Patient Liaison. Inform patient if we are a nonparticipating provider with their insurance carrier.5. Performs and completes physician orders accurately and thoroughly. Responsible for performing various administrative and clerical duties required to support the clinicians on an as-needed basis including opening and closing templates, faxing, management of Prior Authorizations and PT1 transportation forms.6. Appropriately manage Practice Gateway Messages. In accordance with Practice protocols, appropriately schedule requested appointments as well as generate and distribute phone messages in a timely fashion.7. Function as a Practice Assistant II when required. Competently perform all duties a responsibilities indicated in the Practice Assistant II job description (attached).8. Responsible for communicating inventory needs and opening/closing functions. This would include communication of staples supplies, turning on/off lights, ensuring that photocopier and fax have paper etc.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
JOB SPECIFIC QUALIFICATIONS:and#x2022; Minimum one year applicable work experience required
and#x2022; Some additional training in office systems or other post high school education preferred
and#x2022; Successful completion of BPOT and customer service training, within the 90-day probationary period.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
and#x2022; Demonstrated customer service skills, including the ability to use appropriate judgement, independent thinking and creativity when resolving customer issues.
and#x2022; Ability to effectively handle challenging situations and to balance multiple priorities.
and#x2022; Excellent verbal communication skills.
and#x2022; Able to communicate effectively in writing.
and#x2022; Ability to use personal computers and select software applications.
and#x2022; Working knowledge of physician billing, third party insurance, referral requirements, and multi-line telephones required within probationary period.
WORKING CONDITIONS:and#x2022; Normal office environment, no discomfort due to physical surroundings.
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

Responsibilities include the implementation of the schedule for 32+ operating rooms and the efficient and timely flow of patients through the OR suite. This position coordinates communications for all members of the surgical team while monitoring the Dynamic Scheduling process, and is responsible for the organization of the room, equipment, and personnel required to respond to emergent and trauma.

Interpersonal skills, courtesy and tact in stressful situations, prioritization, knowledge of hospital information and scheduling system, computer literacy, data entry skills, confidential information, knowledge of medical/surgical terminology, self direction, problem solving skills, decision-making and negotiating skills.

Rotating Shift.Weekends, holidays, and off shifts.

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/OVERVIEW:As a member of the Care Coordination Team, the Resource Specialist coordinates patient resources throughout the continuum, under the direction of the Care Coordination Managers, thereby facilitating the achievement of optimal resource management and customer satisfaction. Acts as a consultant to the teams, hospital community and ambulatory practices. Provides education and referral information regarding extended care facilities, placement process, homecare and community resources as appropriate, including levels of care, long term care assessment forms and Medicare/Medicaid rules and regulations regarding placement.Patient Care Management:1. Acts as a consultant to the hospital community, patients and families regarding the placement process and community resources.
2. Participates in family meetings and interdisciplinary team meetings as appropriate to develop and execute the discharge plan.
3. Assesses referred patients to determine if appropriate for homecare; determines if agency care effectively meets the homecare needs of the referred patient.
4. Establishes home care plan in conjunction with the Care Coordination Nurse and Social Worker and documents the plan and progress in the medical record including assistance with obtaining medications needed at discharge.
5. Coordinates demonstration/observation for homecare services when patient care involves new or unfamiliar procedures; arranges in conjunction with Care Coordination Nurse and Social Worker.
6. Coordinates and expedites final transfer with staff, patient, family and facility.
7. Updates the staff on new facilities and services and maintains a library of reference materials.Referral Management:1. Refers patients and/or their families to other hospital and community resources/services as appropriate.
2. Actively communicates, consults and collaborates with a wide range of social agencies, clinics, schools and courts.
3. Plans, when appropriate, a continuation of previous utilization management services and/or agency for continuity of care.
4. Maintains a statistical data base on referrals, admissions and homecare/community agency resources and tracks discharge process utilized by the patient.
5. Interprets insurance coverage for homecare of referred patients and obtains approval for services by payer or negotiates method of payment before discharge.
6. Coordinates, in conjunction with the Team, long and short term placements to extended care facilities, eg. rehabs, sub-acute, etc.
7. Maintains contact with appropriate facilities to advocate patient admissions..Evaluation:1. Monitors quality of care in ECFand#x2019;s, home/community agencies and reports findings to the Care Coordination Managers.
2. Maintains current information on non-acute provider agencies, including SNF, sub-acute, acute rehab and chronic facilities, including programs, homecare and specialties available. Acts as a resource to staff, patients and families concerning this information.
3. Provides follow-up and ongoing assistance with assessing community and ECF services. Follows up and tracks utilization of referred patients for evaluation purposes and provides feedback to the CCT.
4. Participates in relevant planning meetings to provide input into practice and program needs.Performance Improvement:1. Participates in the development and monitoring of performance standards for extended care facilities and homecare/community agencies. Maintains documentation to support findings.
2. Maintains contact with State regulatory agencies and non-acute care provider agencies to keep current on the rules and regulations needed to facilitate discharge planning.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Coordinates and schedules post-discharge follow-up appointments for inpatients as requested by the physician, nurse or care coordinator.
2. Communicates and documents appointment in the discharge electronic patient record
3. Builds effective communication processes for appointment requests
4. Provides follow-up call after discharge and triages issues to appropriate provider
5. Tracks volume of appointment requests, scheduled appointments and whether patient actually went to the appointment to create reports on utilization and outcomes describing patients that did or did not keep their appointment

QUALIFICATIONS:1. Bachelorand#x2019;s Degree preferred and health care experience, preferably in extended care facilities and community agencies.
2. Minimum 2 years experience in hospital discharge planning, long term care, community health or utilization review.
3. Bilingual (English/Spanish) preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:1. Interpersonal skills to interact effectively with various levels of staff, patients, families and community organizations. Must be able to participate effectively in an interdisciplinary team setting. Must be flexible.
2. Extensive knowledge of regulations, community organization, state and federal systems, medical terminology and levels of health care.
3. Must be able to manage a variable workload with the ability to constantly change priorities. Requires ability to work independently.
4. Requires basic typing and/or computer data entry skills, experience with personal computer and software desirable.
5. Must be very flexible in a constantly changing environment.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:- Initiative and ability to work both independently and as a member of a functional team
- Strong written and oral communication skills
- Excellent interpersonal skills and flexibility
- Application level software skills including MS Word, Access, and Excel.
WORKING CONDITIONS: Works in a busy and, at times, stressful hospital/office environment. Must be able to work well independently and in a multi-disciplinary group. Must be flexible.

Day Shift

An EEO, AA, VEVRAA Employer

Responsibilities include the implementation of the schedule for 32+ operating rooms and the efficient and timely flow of patients through the OR suite. This position coordinates communications for all members of the surgical team while monitoring the Dynamic Scheduling process, and is responsible for the organization of the room, equipment, and personnel required to respond to emergent and trauma.

Interpersonal skills, courtesy and tact in stressful situations, prioritization, knowledge of hospital information and scheduling system, computer literacy, data entry skills, confidential information, knowledge of medical/surgical terminology, self direction, problem solving skills, decision-making and negotiating skills.

Rotating Shift.Weekends, holidays, and off shifts.

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performance
Meeting these expectations is key to the success of your department and the organization.PRINCIPAL DUTIES AND RESPONSIBILITIES:

and#x2022; Perform administrative duties under minimal supervision at the highest proficiency level.
and#x2022; Provides direct support to Division Chief, Director or Administrator
and#x2022; Work is highly complex, non-repetitive and often project oriented,
and#x2022; Ability to problem solves and determine best course of action with little direction.
and#x2022; Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and orientation, and provide backup support for the Supervisor.
and#x2022; May direct workflow and lead others. Mentor other staff.
and#x2022; Work on projects, coordinate work, take initiative using all available resources, follow through on issues when needed, apply knowledge as appropriate with little direction from Supervisor.
and#x2022; Track expense budgets, perform basic bookkeeping tasks and create financial reports.
and#x2022; Track and analyze financial and productivity data; set up databases.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum three years medical office or administrative support experience required.
and#x2022; Some additional training in office systems or other post high school education preferred. Associateand#x2019;s Degree or higher level education preferred, but not required.SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.
and#x2022; Organization Skills:
andiquest; Strong organizational, coordination and judgment skills.
andiquest; Ability to prioritize effectively.
andiquest; Ability to manage multiple tasks effectively, following established protocols, and work within systems.
and#x2022; System Skills:
andiquest; Advanced computer skills.
andiquest; Ability to use all applicable applications at highest competency level.
and#x2022; Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.
and#x2022; Advanced understanding and use of medical terminology.
and#x2022; Advanced comprehension of billing and fiscal information.
and#x2022; 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
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT: Under the direction of the Access Manager, the Admitting Officer/Family Liaison is responsible for promoting and maintaining the utmost integrity and the highest caliber customer service to all patients, visitors and staff. Serving as liaison in facilitating the flow of patients and visitors throughout the hospital thus creating a seamless continuity of services between the two buildings. Always striving to promote the institution and make a good and lasting first impression, and achieve high levels of patient, physician and customer satisfaction. The Admitting Officer/Family Liaison is cross-trained in many access functions related to, family liaison services, information services, patient and family escort, etc., in order to provide our patients and families with a and#x201c;one-stop shoppingand#x201d; experience. Assigned/deployed to various posts within the department depending on need. Greeting and directing patients and visitors; ushering patients and visitors to destinations when necessary, answering telephone calls, responding to inquiries and providing patient information in accordance with HIPAA regulations, Customer Service Standards, JCAHO guidelines and within established hospital and departmental policies and procedures.PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Promotes and maintains the utmost integrity and the highest caliber of customer service to all patients, visitors and staff. Adheres to Customer Service Standards by demonstrating professionalism, alertness, helpfulness and receptiveness to all patients, visitors, and other staff members.
2. Achieves and maintains high levels of patient, family, physician and customer satisfaction.
3. Strictly follows all HIPAA regulations, carefully following hospital policies and procedures as they relate to HIPAA compliance.
4. Facilitates the flow of patients and visitors between departments, Preop/Pacu, and to all areas throughout the institution.
5. Demonstrates extensive knowledge about the hospital, its programs and the physical plant. Provides accurate information about the hospital in a professional, but always cheerful and courteous manner.
6. Responsible for ensuring that the Family Waiting Areas, are prepared to accept patients/family members;
opening are, acquiring, setting up and maintaining adequate reserve of refreshments, supplies, newspapers and reading materials.
7. Greets, directs and assists patients, visitors, delivery persons and the general public in a courteous, accommodating, and timely manner.
8. Ushers patients and visitors to various destinations within institution, utilizing wheelchairs when appropriate.
9. Registers family members for the Family Liaison Service and ensures that the patient is escorted to the correct Family Waiting Area.
10. Answers telephone inquiries on patient location and condition, and transfers telephone calls to patientsand#x2019; rooms, utilizing at all times a polished phone etiquette.
11. Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Keeps all patient information private, confidential and secures. Secures and properly stores all lists, reports, files and documents. Properly discards materials containing patient information by utilizing locked shred bins.
12. Performs other related duties.

QUALIFICATIONS: High School education or equivalent. On-the-job training to become familiar with facility.SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:1. Requires interpersonal relationship and conflict resolution skills to effectively communicate with patients, their families, physicians and other support personnel, as well as address any issues or concerns that might arise.
2. Ability to learn hospital systems and procedures.
3. Requires good judgment, tact, sensitivity and the ability to function in a stressful environment.
4. Requires the ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
5. Requires the ability to strictly adhere to Customer Service Standards.
6. Progressive customer service experience.
7. Attention to detail and efficiency.WORKING CONDITIONS:Works in a public reception area; may be busy, noisy, hectic and distracting; may be exposed to extremes of temperature; no privacy while on duty.SUPERVISORY RESPONSIBILITY:N/AFISCAL RESPONSIBILITY: N/A

Evening Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT: Under the direction of the Manager, Emergency Department Business Services, the ED Admitting Officer is responsible for greeting patients and initiating on-line visit and the efficient and timely admission/registration of all patients, utilizing tact, diplomacy and always a courteous manner. Checks eligibility with insurance companies, managed care plans and other agencies to verify coverage and benefits. Initiates notifications mandated by third party payors, obtains appropriate approvals and collects co-pay, if applicable. Identifies patients with unresolved financial issues and refers them to Patient Accounts. Ensures data integrity, in order to expedite the billing and reimbursement process, and to minimize financial risk to the institution.PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Conducts a detailed admission/registration interview with patient/family in a timely, efficient and courteous manner. Actively uses voice tone to convey professionalism, empathy and to build customer confidence and trust.
2. Responds immediately when patient arrives at front desk, greeting patient, listening to them carefully and maintaining a professional appearance and attitude at all times. Collects information necessary to start process and keeps patients and families informed of possible delays.
3. Updates, obtains and/or verifies all pertinent data necessary to complete required registration, admission, demographic and financial information ensuring both timely access and accurate billing.
4. Ensures that all patients receive and complete medicine reconciliation form.
5. Checks eligibility with insurance companies, managed care plans and other agencies to verify coverage and benefits. Determines if any visit requirements exist.
6. Initiates notifications mandated by third party payors, obtains appropriate approvals, collects co-pay for Emergency Department visits and processes cash-out in accordance with Department and Hospital policy.
7. Identifies patients who are uninsured or underinsured and may be eligible for financial assistance and refers them to Inpatient Accounts, in order to apply for available programs, including screening for Medicaid eligibility, other government programs and uncompensated services.
8. Refers patients with complex or unresolved financial issues to Patient Accounts.
9. Obtains and witnesses necessary forms: Consent for Treatment and Admission, HIPAA, Medicare Rights, Admit to Observation, Tricare, etc.
10. Ensures that EMARS bracelets are placed on all patients admitted from the Emergency Department, to inpatient units.
11. Ensures that mandates are met for Advanced Care Directives, entering information on-line and adhering to compliance policies regarding documentation.
12. Provides patient with pertinent information regarding hospital policies.
13. Maintains patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. Executes departmental policy in regards to HIPAA requirements. Ensures that all patient information is kept private, confidential and secure. Properly secures and stores all lists, reports, files and documents. Ensures that interviews and examinations are conducted in such a manner as to afford the patient reasonable audio and visual privacy.
14. Adheres to Customer Service Standards by demonstrating professionalism, alertness, helpfulness and receptiveness to all patients, visitors and other staff members.
15. Establishes and maintains effective working relationships with all levels of hospital professional, administrative and support staff, as well as patients, their families and representatives of other organizations where considerable tact and persuasiveness must be employed to maintain patient confidentiality and overall harmony.
16. Takes the initiative on a regular basis to ensure that patients are registered and must be willing to assist co-workers in this goal, without being asked.
17. Collects copayments when appropriate.
18. Performs special projects as assigned.

QUALIFICATIONS:1. Associate or Bachelorand#x2019;s degree or equivalent preferred; high school diploma required. Proven experience in like setting is acceptable in lieu of educational requirements.
2. 2-3 years previous healthcare experience.SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:1. Interpersonal relationship skills necessary to communicate effectively with patient/family, physicians and their support staff, medical staff, nursing staff, other hospital personnel and many external organizations and agencies.
2. Excellent customer service skills.
3. Detail oriented.
4. Must be able to be flexible and adaptive to the changing needs within department.
5. The technical knowledge of specific legal and regulatory requirements and an understanding of complex third party and medical assistance polices and procedures.
6. Knowledge of the hospital information system, the ability to type 50 WPM and learn new computer programs.
7. Ability to function independently and prioritize work within established policies.
8. Requires good judgment, tact, sensitivity and the ability to function in a stressful environment.
9. Ability to maintain confidentiality regarding the patients, their medical histories, demographic and fiscal information, etc.WORKING CONDITIONS:Hectic emergency department environment, noisy, tight working conditions, fluctuating temperature and high volume activity; must be able to stand and walk around for the majority of the shift.SUPERVISORY RESPONSIBILITY: n/aFISCAL RESPONSIBILITY:Promotes institutional financial stability by throughput and data integrity.

Rotating Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
and#x2022; Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
and#x2022; Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
and#x2022; Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
and#x2022; Perform transcription of dictated physician notes.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned. JOB SPECIFIC DUTIES AND RESPONSIBILITIES:Administrative:
- Extensive daily communication and contact with many Clinical and Administrative Departments of BWH, as well as other medical facilities and organizations including the Brigham and Womenand#x2019;s Physician Organization (BWPO). This requires routing factual and confidential information and a detailed knowledge of policies and procedures at this institution as the others.- Maintains schedule for physician(s) including coordinating patient clinics and operating room schedule with all meetings within BWH as well as outside engagements.- Handles all telephone calls and messages having to do with physician(s) administrative practice, triaging calls, as necessary, to appropriate personnel.- Ensuring that patient concerns are addressed and followed up by the appropriate personnel within the division. Ensure that most recent data is available and has been examined by physician(s).- Composing routine correspondence to patients and physicians; extracting basic information from patient records.- Performs all other duties, related to physician(s) administrative practice at Brigham and Womenand#x2019;s Hospital and the Dana-Farber Cancer Institute, or 850 Boylston as they arise.- Type all medical and administrative correspondence, medical staff notes, memoranda, minutes, reports and schedules. Composes, proofreads, and edits as necessary.- Works as a team member with all staff in the department to ensure smooth operation of the department, including participation in staff or faculty meetings, taking minutes, preparing agendas, and even coverage of other surgeons when necessary.- Performs all other duties as assigned, including all generally accepted office functions such as faxing, filing, photocopying, completion of forms and routine mailings as required.
Assists operations manager and billing manager with all events and items regarding physician(s) including mailings, calling, event planning, fund raising, etc.- Assists operations manager and billing manager with maintaining and monitoring appropriate payment and account maintenance. Follow-up on problem accounts (POand#x2019;s, packing slips, check requests, travel vouchers, practice accounts, research and special events).- Review and resolves all billing inquiries and issues for physician(s) practice under the guidance of the Operations Manager and/or Billing Manager. This may includes physician(s) rejection report, credit balance report, and TES edits.- Mails out copies of patient visit notes, pathology reports, radiology results, etc to all referring and coordinating physicians according to HIPPA and Division guidelines for physician(s).
Grants, Courses andamp; Conferences :
- May assists in the preparation, editing, and submission.- May assists in the editing, transcription, and preparation for publications of various presentation manuscripts, abstracts, reviews, chapters, slides and technical publications following specific guidelines as set by publishers. - May plan meetings and conferences, which may also require tracking of budgets or the ability to compose minutes.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum two years applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
JOB SPECIFIC QUALIFICATIONS:Level of education required:and#x2022; Bachelors degree preferred.Work experience required:and#x2022; 3 - 5 years of healthcare experience, preferably in an academic healthcare organization
and#x2022; Excellent organizational skills.
and#x2022; Knowledge of Medical Terminology is preferred.
and#x2022; Computer knowledge required: Windows, Networking, MS Outlook, MS Word and MS Excel.
and#x2022; Ability to prioritize work and meet deadlines, and work under pressure.
and#x2022; Ability to use discretion in confidential matters.
and#x2022; Ability to read, write and articulate in English is required.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; Organization Skills: 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.
and#x2022; 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. May respond directly on behalf of manager/provider without direction or instruction.
and#x2022; System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Intermediate understanding and use of medical terminology.
and#x2022; Intermediate comprehension of billing and fiscal information.
and#x2022; 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

1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT: Working under the general direction of the Billing Manager, the Managed Care Lead will help ensure that all professional radiation oncology charges are processed accurately by confirming a patientand#x2019;s insurance requirements are in place prior to treatment delivery. It is essential for the successful operation of the department that approvals are in place to maximize reimbursement. This may require obtaining a referral or an authorization for treatment. The Managed Care Lead will also assist in making sure that all the charges have been completed and coded properly. Any delay or error in the front end process will cause insurance denials and disrupt cash flow. This position requires close attention to detail, and will work very closely with the managed care teams at BWH andamp; DFCI as well as the administrative personnel within our department.
PRINCIPAL DUTIES AND RESPONSIBILITIES:- Provide guidance and assistance to staff.
- Serves as a project lead and assigns tasks within the group.
- Has input into performance evaluations.
- Create new and enhance existing managed care processes for clinic staff.
- Ensure correct patient demographic and insurance data is in ARIA, BWPO IDX and BICS.
- Verify patient insurance eligibility and assist in obtaining patient referrals/authorizations for services from physicians and/or insurance companies when necessary.
- Assist in rectifying denied claims (wrong insurance, no referral, bad address, wrong ID number, etcand#x2026;)
- Assist with telephone inquiries and written inquiries from patients regarding their accounts.
- Utilize audit reports to identify patients with missing authorizations or discrepancies with their insurance coverage.
- Requests and reviews documentation for appeal to third party
- Reviews denied claims for possible appeal
- Communicates with third party carriers
- Deals with hospital, BWPO and outside organizations' personnel on managed care /contract issues.
- Utilizes on-line tools (i.e. BICS, NEHEN, carrier websites)
- Problem solves as required; updates management of critical trends, information and issues

QUALIFICATIONS:- Bachelorand#x2019;s Degree or at least five years prior experience involved with the managed care process.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:- Strong computer skills necessary to handle a number of different routines and to understand complex patient accounts.
- Good communications skills to be able to interact with physicians, patients, insurance representatives, administrative contacts, etc.
- Ability to function independently with only general supervision. Displays initiative and uses good judgment.
- Need to be able to troubleshoot problems, develop workable solutions to problems, and to follow-up on problem resolution. Must be able to prioritize work and to handle multiple, sometimes conflicting, tasks using sound judgment.
SUPERVISORY RESPONSIBILITY: - Provides leadership and coaching for two managed care associates.

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
JOB SPECIFIC GENERAL SUMMARY/OVERVIEW STATEMENT:Individual will be responsible for assisting Surgery Education Office Administrator with supervising and monitoring ACGME General Surgery and Trauma surgery-related fellowships in compliance with ACGME requirements and coordination of special projects and events related to surgical residency and fellowship programs.
PRINCIPAL DUTIES AND RESPONSIBILITIES:

and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
and#x2022; Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
and#x2022; Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
and#x2022; Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
and#x2022; Perform transcription of dictated physician notes.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Supervise the monitoring and documentation of all fellowship educational activity including curricula, resident evaluation, clinic participation, ACGME case logging, license verification and renewal, duty hour monitoring, etc., to assure compliance according to ACGME regulations.
2. Coordinate educational events such as orientation and graduation activities, teaching conferences and education committee meetings.
3. Assist Provider Services and the Dept. of Surgery Chairmanand#x2019;s office with fellow credentialing, medical licensing and onboarding of incoming fellows.
4. Assist administrator with site visit documentation, including PIF document preparation and document collection.
5. Manage fellowship recruitment, including processing and assessing applicants and coordinating interview dates with both faculty and applicants.
6. Support for special projects and educational activities: assist with special projects, as requested. Will include coordination of special events such as meetings, dinners, residency-related interview sessions, orientations or graduation activities, and surgical statistics regarding admissions, discharges, deaths and complications, database entry and processing of educational program data.
7. Oversee physical facilities of the education office suite and all department fellow on-call rooms, assessing needs for maintenance, upgrading of furniture or equipment and setting priorities for use of these facilities.
8. Other projects and reporting functions as assigned by Administrator.

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum two years applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
JOB SPECIFIC QUALIFICATIONS:1. Bachelorand#x2019;s degree preferred, or a commensurate level of experience in tasks specific to administration of graduate medical education programs.
2. Application level software skills including MS Access, Word, Excel and PowerPoint.
3. Will accept candidate with specific residency experience in lieu of BA/BS degree.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; Organization Skills: 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.
and#x2022; 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. May respond directly on behalf of manager/provider without direction or instruction.
and#x2022; System Skills: Ability to type and enter data effectively and at a more advanced level. Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
and#x2022; Intermediate understanding and use of medical terminology.
and#x2022; Intermediate comprehension of billing and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS AND ABILITIES:1. Excellent organizational skills with the ability to oversee multiple projects at the same time and the ability to function well under deadlines and heavy work volume.
2. Excellent interpersonal skills and flexibility.
3. Strong communication (oral and written) skills with all levels of employees.
4. Ability to focus detailed concentrated effort to multiple projects and re-establish priorities as necessary.
5. Initiative and ability to work both independently and as a member of a functional team.
6. Computer software and word processing skills including MS Access, Word, Excel, web-based applications, and internet searches.
7. Maturity to work effectively with all levels of faculty, administration, and staff in situations where one must be courteous but firm in seeking information or compliance with educational program needs.
8. Ability to effectively respond to time sensitive and confidential issues.
9. Excellent problem solving skills, individually and as part of a team.
10. Willingness to learn from others and to share oneand#x2019;s own knowledge with others.
11. Flexibility to assume new responsibilities and to cover othersand#x2019; responsibilities when needed.
REPORTING RELATIONSHIPS:1. Directly reports to Administrator.
SUPERVISORY RESPONSIBILITY:1. May at times also be asked to assist with training of other departmental and/or hospital education staff that is not based in Surgery Education Office.
2. Functions as a source of policy interpretation and administrative compliance for all fellows in the department.
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:This position reports to the Sr. Manager of Revenue andamp; Compliance of the Dept. of Orthopedics, supervised by Billing Systems Coordinator. The Patient Financial Counselor is the Departmentand#x2019;s primary contact for all health insurance and self-pay questions, generating payment agreements as it relates to patients deductible and co-insurance balances, Serves as an integral team member in functions of 3rd party professional billing revenue cycle.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Serves as Departmentand#x2019;s primary contact for all patient questions regarding health insurance matters. Works with the appropriate personnel from BWPO and BWH to resolve all patientsand#x2019; billing problems and inquiries related to services rendered by the Orthopedic Department providers.and#x2022; Responsible for researching and answering any questions regarding potential out of pocket expenses.and#x2022; Will create payment plans for patients self-pay balances, maintaining appropriate sensitivity to patients experiencing financial hardship.and#x2022; Responsible for daily query of elective surgical cases, ensuring proper insurance registration, as well as identification of deductibles/co-insurance.and#x2022; Will be well versed in Partners Collection Policies as well as the State of Massachusetts Commonwealth Connector. Will be able to assist patients in applying for state sponsored health insurance.and#x2022; Will assist in obtaining insurance referrals/patient registration is received for all inpatient/outpatient services performed in the practice. Duties include: monitoring/completing the departments rejection reports, contacting payors/patients for missing referrals, linking obtained referrals in IDXand#x2022; In conjunction with the Billing Systems Coordinator, will be responsible for the batching surgical cases for delivery to Surgical Coders.and#x2022; May assist with TES Front Desk Application as necessary, resolving claims edits.and#x2022; Performs other tasks as assigned by the Billing Manager. Cross-coverage as necessary.

QUALIFICATIONS:and#x2022; 1-3 years of health care experience, preferredand#x2022; Knowledge of 3rd party payers and billing requirements, preferred
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Proficiency with computers including word processing and data entryand#x2022; Requires knowledge of insurance requirements including Medicare, HMO, and fee for service billing. In depth understanding of referral and authorization process for 3rd party payers.and#x2022; Excellent organizational and problem-solving skillsand#x2022; Accuracy, with attention to detailand#x2022; Ability to work independently
WORKING CONDITIONS: and#x2022; Normal office environment

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:Position Summary:
The Brigham and Womenand#x2019;s Division of Plastic Surgery consists of 14 physician practices at four clinical practice sites (Boston, Jamaica Plain, Foxboro, and Weymouth). The Division continues to strengthen and foresees additional growth opportunities in the coming years.The responsibility of the Practice Assistant is to accurately maintain a practice for one of the Divisionand#x2019;s new physicians based at South Shore Hospital (SSH - Weymouth, MA). This job requires the Practice Assistant to serve as liaison for the practice and#x2013; managing the scheduling, billing, patient relation, cash administration and compliance areas, among others. 1. Scheduling (20%)
a. Schedules and confirms patient appointments using appropriate information systems
b. Schedules and confirms patient surgeries using appropriate information systems
c. Maintains physicianand#x2019;s calendar - facilitating meeting planning and scheduling2. Clinic (20%)
a. Oversees scanning/maintenance of electronic medical records in BWHand#x2019;s LMR system
b. Prepares for weekly clinics by organizing clinic medical record needs in line with physician preferences
c. Proactively works with clinic staff to ensure they have sufficient information for patient encounters
d. Engages with other departments/hospitals to coordinate services, as needed
e. Monitors daily schedule and exam room utilization - communicating with clinicians and patients/visitors to set expectations and maintain efficient flow3. Finance andamp; Billing (25%)
a. Obtains, verifies, records and processes required patient demographics, referrals, authorizations, and insurance/payment information
b. With physician guidance as needed, enter all required billing data into appropriate information/billing systems
c. Collects, compiles and forwards co-payment/payment/reimbursement documentation to appropriate internal parties
d. Serve as liaison to BWH billing vendor and insurance companies - efficiently and effectively addressing billing questions/issues as they arise
e. Serve as a liaison to SSH and the Dept. of Anesthesia in the collection of surgery payments.
f. Prepares cosmetic quotes, as needed4. Planning andamp; Administration (15%)
a. Prepares travel arrangements
b. Composes routine correspondences
c. Completes standardized forms
d. Maintains practice files
e. Opens and sorts mail
f. Retrieves and delivers patient records
g. Photocopies, sorts, collates and distributes documents, as required5. Communication (10%)
a. Answers, screens and routes telephone calls in a timely manner
b. Greets patients and directs visitors
c. Responds to requests for routine information or assistance within scope of knowledge6. Divisional andamp; Other Duties (10%)
a. Attends team meetings as required and contributes in a positive manner
b. Supports divisional initiatives as they are implemented
c. Seeks out improvement opportunities within practice and throughout Division
d. Performs other duties, as assigned

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:1. Must maintain highest standards of professionalism, ethics, and integrity.
2. Must have strong customer service, communication, and interpersonal skills in dealing with patients, providers and colleagues.
3. Must be team-oriented in dealing with multiple stakeholders and communication channels.
4. Must be sensitive to and supportive of patients, families, and care-providers.
5. Must be resourceful in obtaining information when it is not readily available and in responding to unusual situations.
6. Must have ability to recognize problems, establish priorities and initiate appropriate responses.
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.
PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform administrative duties under minimal supervision at the highest proficiency level.
and#x2022; Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and orientation, and provide backup support for the Supervisor.
and#x2022; Provide guidance and help to other to resolve complex issues and problems.
and#x2022; Provide feedback to Supervisor and input into evaluating performance of staff. Assist with annual competency assessments.
and#x2022; Assist Supervisor with interviewing for new staff.
and#x2022; Assist with orientation and training for new and current staff.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assigned.
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Works as a practice assistant moving amongst practice roles including: Check-in, Check-out, and telephone access management as needed.
2. Assists practice manager with coordinating and adjusting practice assistantsand#x2019; workloads to ensure practice needs are being met.
3. Participates in the selection and hiring of new practice support staff and supports their orientation and training. Works closely with the practice manager in assessing practice assistantsand#x2019; job performance.
4. Participates in the development of front-end operations/process improvement initiatives to improve the quality of the patientand#x2019;s experience. Identifies quality and operational issues and communicates them with suggestions for process improvement to the practice manager.
5. Demonstrates sound judgment, discretion, and well-developed problem solving abilities.
6. Communicates freely and objectively with the Practice Manager reporting any practice issues and making recommendations for process improvement.
7. Responds to patient complaints and requests for follow-up.
8. Communicates with fellow practice staff in a professional manner to promote good working relationships.
9. Maintains the practice supply inventory, stocking, and re-ordering at the request of the Practice Manager
10. Provides coverage when practice manager is out of the practice.
11. Other duties as assigned by the practice manager

QUALIFICATIONS:Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:and#x2022; Minimum three years medical office or administrative support experience required.
and#x2022; Some additional training in office systems or other post high school education preferred. Associateand#x2019;s Degree or higher level education preferred, but not required.
JOB SPECIFIC QUALIFICATIONS:and#x2022; High School degree and relevant experience required. Associates or Bachelors degree preferred.
and#x2022; Previous experience in a customer service role strongly preferred.
and#x2022; Previous experience in a large, busy ambulatory practice setting strongly preferred.
and#x2022; Familiarity with medical terminology preferred.
and#x2022; Previous experience with health insurance preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.
and#x2022; Organization Skills:
o Strong organizational, coordination and judgment skills. Ability to prioritize effectively.
o Ability to manage multiple tasks effectively, following established protocols, and work within systems.
and#x2022; System Skills:
o Advanced computer skills.
o Ability to use all applicable applications at highest competency level.
o Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.
o Understanding of the appropriate use and importance of related forms.
o Advanced understanding and use of medical terminology.
o Advanced comprehension of insurance types and referral process.
o Advanced comprehension of registration and fiscal information.
o 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.
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:and#x2022; Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and others.
and#x2022; Demonstrated customer service skills, including the ability to use appropriate judgment, independent thinking and creativity when resolving customer issues.
and#x2022; Ability to effectively handle challenging situations and to balance multiple priorities.
and#x2022; Excellent verbal communication skills.
and#x2022; Able to communicate effectively in writing.
and#x2022; Ability to use personal computers and select software applications.
and#x2022; Ability to work successfully as a member of a team
BWH Behavioral Competencies 1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womenand#x2019;s Hospital is dedicated to:
and#x2022; serving the needs of our local and global community
and#x2022; providing the highest quality health care to patients and their families
and#x2022; expanding the boundaries of medicine through research
and#x2022; educating the next generation of health care professionalBrigham and Womenand#x2019;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 Womenand#x2019;s Hospital. Your work 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 respectSelf Management: Accountability, professionalism and commitment to growth and developmentOrganization: A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.PRINCIPAL DUTIES AND RESPONSIBILITIES:and#x2022; Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
and#x2022; Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
and#x2022; May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
and#x2022; Utilize knowledge of HMOand#x2019;s, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
and#x2022; Assist with training and orienting staff as needed.
and#x2022; Provide cross coverage as needed.
and#x2022; Assist with special projects as directed.
and#x2022; Follow HIPAA guidelines for the management of patient privacy and confidentiality.
and#x2022; Other duties, as assignedJOB SPECIFIC PRINCIPAL DUTIES AND RESPONSIBILITIES:1. Appointment scheduling
and#x2022; Responding to requests from patients, families, and co-workers in person, by phone and by e-mail
and#x2022; Using knowledge of access to meet needs of patient while best utilizing the multiple types of ways patients can interact with their healthcare team
and#x2022; Including shared medical appointments and e-visits
and#x2022; prepare for patient visits by providing patients with all necessary information and completing all necessary tasks
and#x2022; Tracking and addressing no shows and cancellations
and#x2022; Continuously improving scheduling templates
2. Checking in patients
and#x2022; Continuously updating contact information and preferences
and#x2022; Continuously updating attribution to correct practitioner
and#x2022; Ensures all forms are completed
3. Checking out patients
and#x2022; Including generating after visit summaries
and#x2022; Scheduling and tracking diagnostic testing and specialty referrals
4. Use of computerized reminders per protocol
5. Courteously helps patients and families to navigate the practice and the healthcare system
and#x2022; Whether in person, by phone, or by email
and#x2022; Clearly answers questions when able and appropriate
and#x2022; When necessary, transfers the patient to the right person to meet their need.
and#x2022; When necessary, takes complete and accurate messaged and follows through to make sure patientand#x2019;s need is addressed
6. Practice Secretary will participate and facilitate in weekly Patient Centered Medical Home (PCMH) team meetings.
7. Assists healthcare team to which they are assigned in administrative tasks
8. Participate in process improvement groups
9. Evening hours once a week, and Saturday AM hours once a month
10. Assist co-workers in their duties (within the limitations of training and scope of practice)
11. All other duties as prescribed

QUALIFICATIONS: Level of education required:
and#x2022; Minimum of a high school diploma or GED.Work experience required:
and#x2022; Minimum one year applicable work experience required.
and#x2022; Some additional training in office systems or other post high school education preferred.JOB SPECIFIC QUALIFICATIONS:and#x2022; Education: Minimum of a high school diploma or equivalent. Some additional education or post high school training preferred. Associates or Bachelorand#x2019;s Degree a plus, but not required.
and#x2022; 1-3 years of experience in similar setting working with the publicSKILLS/ ABILITIES/ COMPETENCIES REQUIRED:Technical skills required:
and#x2022; Knowledge of practice operations and standards.
and#x2022; Understanding of procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
and#x2022; 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.
o Understanding of the appropriate use and importance of related forms.
o Intermediate understanding and use of medical terminology.
o Intermediate comprehension of insurance types and referral process.
o Intermediate comprehension of registration and fiscal information.
and#x2022; 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.JOB SPECIFIC SKILLS/ABILITIES/COMPETENCIES:and#x2022; Customer focused and patient-centered
and#x2022; Enjoys being part of a diverse team
and#x2022; Ability to multi-task
and#x2022; Comfortable with change
and#x2022; Spanish language skills strongly preferred but not required
and#x2022; Understanding of office procedures including filing, copying, scanning, printing, and faxing.
and#x2022; Phone skills: Ability to use phone system, answer and screen calls
and#x2022; Verbal skills: Ability to answer questions and give information as appropriate, and communicate in a professional, courteous, clear and concise manner.
and#x2022; Understanding of medical terminology
and#x2022; Problem solving skills
and#x2022; Self-starter
and#x2022; Ability to follow established protocols
and#x2022; Writing skills: Ability to take accurate and complete messages, and to generate brief letters.
and#x2022; Organization skills: Ability to manage work processes in a neat and orderly way. Ability to follow instructions.
and#x2022; System skills: Basic computer literacy and understanding of office systems, ability to type and enter data.
and#x2022; IT skills including LMR, clinical messaging, IDX, BICS, e-mail, Microsoft wordFinancial Responsibilities1. Billing
and#x2022; Review daily schedules and generate any missing charge slips
and#x2022; Enter all charge codes into billing software daily
and#x2022; Assistant will conduct End-of-visit (EOV) confirmation
and#x2022; Work with provider to resolve coding problemsBWH Behavioral Competencies
1. People: Focus on serving the community through collaboration and respectInclusiveness : 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.
and#x2022; Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
and#x2022; Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
and#x2022; Be professional when approached about behaviors that might be perceived as disrespectfulOpen Communication: The ability to effectively articulate and receive information in a clear, concise and timely manner.
and#x2022; Practice active listening skills
and#x2022; Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
and#x2022; Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
and#x2022; Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communicationBuilding Collaborative Relationships: Identifying opportunities and taking action to build relationships between oneand#x2019;s area and other areas, teams, departments, units, or organizations to help achieve organizational goals.
and#x2022; Take initiative to support others and build productive relationships that will lead to a cohesive workplace
and#x2022; Interact effectively with other team members, departments and customers to accomplish organizational goalsOrganizational Awareness: Understand how oneand#x2019;s own work affects the organization as a whole and demonstrate a commitment to the organizational goals.
and#x2022; Support and respect BWHand#x2019;s mission, vision, values and history
and#x2022; Understand and recognize how your individual role and department impacts the organization2. Self Management: Accountability, professionalism and commitment to growth and developmentEmbracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.
and#x2022; Support and positively participate in organizational and/or job specific changes
and#x2022; Initiate appropriate action when change is needed
and#x2022; Be flexible and open to new ideas
and#x2022; Adapt to shifting priorities
Learning Oriented: 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.
and#x2022; Demonstrate openness to learning from successes and failures
and#x2022; Recognize and participate in learning opportunities
and#x2022; Seek and share best practicesProfessionalism: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.
and#x2022; Adhere to BWHand#x2019;s Code of Conduct, Guide to Ethical Standards, policies and procedures
and#x2022; Align behavior with the organizational mission and values
and#x2022; Practice respect in accordance to the BWH standards
and#x2022; Demonstrate responsibility, reliability, and trustworthiness3. Organization: A commitment to quality, service and exceptional performanceQuality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.
and#x2022; Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
and#x2022; Adhere to established policies and procedures
and#x2022; Take action to prevent errors
and#x2022; Identify and report adverse events, errors and incidentsEfficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.
and#x2022; Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
and#x2022; Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with oneand#x2019;s roleProblem Solving: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.
and#x2022; Recognize actual and potential problems and take appropriate action towards a solution
and#x2022; Offer assistance, as needed, when a potential problem situation is observed
and#x2022; Use good judgment to keep manager informed of problems or issues, following department practiceService Excellence: Focusing oneand#x2019;s efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.
and#x2022; Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
and#x2022; Engage with positive greetings and active listening
and#x2022; Empathize by expressing understanding
and#x2022; Educate throughout the information exchange
and#x2022; Enlist thoughts and ideas from others4. General/Administrative Support:Information Gathering: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
and#x2022; Identify specific information needed to clarify a situation or to make a decision.
and#x2022; Probe skillfully to get at the facts

Day Shift

An EEO, AA, VEVRAA Employer

The Unit Coordinator is responsible for the following duties, including but not limited to, answering unit phones, scheduling patient tests and appointments, maintaining all medical records, coordinating discharges, and preparing diet sheets. The Unit Coordinator is responsible for greeting and receiving visitors and responding to the needs of the patients and their family members as well as taking a proactive role in the efficient operation of the unit.

Associate's Degree preferred. High School Diploma or equivalent required. However, a student with appropriate judgement and other qualifications (ability to complete job functions, etc) can be considered for this position with appropriate review and approval. 1-2 years of experience in medical, customer service setting preferred, but not required. Knowledge of Medical Terminology, computer knowledge in windows-based environment strongly preferred.

Rotating Shift.This is a Per Diem position.

An EEO, AA, VEVRAA Employer

The Unit Coordinator is responsible for the following duties, including but not limited to, answering unit phones, scheduling patient tests and appointments, maintaining all medical records, coordinating discharges, and preparing diet sheets. The Unit Coordinator is responsible for greeting and receiving visitors and responding to the needs of the patients and their family members as well as taking a proactive role in the efficient operation of the unit.

Associate's Degree preferred. High School Diploma or equivalent required. However, a student with appropriate judgement and other qualifications (ability to complete job functions, etc) can be considered for this position with appropriate review and approval. 1-2 years of experience in medical, customer service setting preferred, but not required. Knowledge of Medical Terminology, computer knowledge in windows-based environment strongly preferred.

Rotating Shift.This is a Per Diem position.

An EEO, AA, VEVRAA Employer