1. Principal Duties and Responsibilities: (80%)
a) Responsible for the day-to-day oversight and direction of front office staff through consistent monitoring of daily activity. Manages the process to ensure efficient scheduling, registration, check-in/check-out, copay collection, telephone services, and Meaningful Use activities. Assist with training and orientation with respect to these functions.
b) Answers incoming telephone calls and Patient Gateway messages in a timely fashion. For routine matters, respond directly to customer inquiries without referring the patient or customer elsewhere
c) Accurately performs the intake process using two patient identifiers, this includes checking vital signs, blood pressure, height, and weight. Documents all results into Epic
d) Reviews and documents allergy and smoking status
e) Performs medication reconciliation following BWPO and BWH standards; this includes reviewing the patient’s medication list and documenting/updating it as needed
f) Enters prescription renewal requests in Epic using the prescription renewal queue making sure to enter all pharmacy information and medication names in coded format
g) Performs patient education around virtual visits
h)
i) Ensures PROMS and practice-specific paperwork are completed, and helps complete them if necessary
j) Reviews practice policies and procedures with new patients
k) Responsible for oversight and management of all clinic schedules. This includes the opening and closing of all master templates. Continuously monitors schedules to ensure that they are appropriately managed and utilized
l) Coordinates the day-to-day operations of the outpatient clinic support staff. Works directly with patients and clinicians to ensure the quality of outpatient care and support services.
m) Works with the Practice Administrator and the Outpatient Medical Director to ensure support systems in the outpatient department operate efficiently. Works with patients and staff to address complaints and suggestions for improving service.
n) Responsible for collecting data used for internal tracking, including but not limited to no-show rate, new patients, and clinic cancellations.
o) Acts as a resource with the department’s policies and procedures responding to a variety of inquiries and applying knowledge of established operations.
p) Promotes adherence to regulatory requirements to ensure the safety of employees, patients, and visitors. Prepares and coordinators for site visits from these agencies.
q) Interacts with patients in a courteous and sensitive manner, resolving issues and responding to inquiries by clinical and administrative staff and upper management as appropriate. Bases decisions and actions on understanding the perspective of others; is a role model to others in service standards.
r) Interacts professionally with fellow employees and other ancillary departments.
s) Acts as an intermediary between physicians and staff.
t) Maintains good communication with and reports problems to the Practice Administrator.
u) Assists and or provides front desk coverage when staffing levels are not sufficient.
2. Human Resources (10%):
a) Manage the Human Resources activities within the Practice including those related to hiring, evaluating, training, performance improvement, staff development, and payroll. Comply with all applicable BWPO and BWH policies and procedures
b) Models’ appropriate behavior for staff ensuring that staff understands and delivers the highest quality service standards to our internal and external customers
c) Ensures that employees are provided with appropriate Hospital and Departmental training. Serves as trainer and content expert for practice-related information and system software utilized by the medical and administrative staff
d) Conduct monthly staff meetings to keep employees informed
e) Authorize and monitor benefit time in accordance with Hospital and Department standards
3. Other General Responsibilities: (10%)
a) Maintains an appropriate inventory of supplies and equipment for the practice
b) Processes all purchase orders, check request vouchers, and supply orders
c) Responds to requests for change that will improve practice conditions for physicians either by implementing such changes or by discussing them with the Practice Administrator.
d) Participates in special projects as assigned by Practice Administrator, and maintains flexibility regarding workload and the needs of the practice.
e) Performs other duties, tasks, and projects as requested by the Practice Administrator to ensure the efficient overall performance of the practice, including cross-coverage as necessary.
f) Coordinate’s office maintenance and repairs.
. Associate’s degree and/or comparable experience required.
* Experience working in a health care facility preferred
* Must have previous experience in a customer service role
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
* Demonstrate customer service skills, including the ability to use appropriate judgment, independent thinking, and creativity when resolving customer issues.
* Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
* Must demonstrate and foster teamwork.
* Capability of multitasking in an extremely busy environment.
* Excellent verbal communication and written communication skills.
* Knowledge of physician billing, third-party payers, and insurance practice.
* Ability to respect the strict confidentiality of medical records and information.
* Ability to use personal computers and select software applications.
* Willingness to cover for other employees as the need arises.
Brigham and Women’s Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
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