Brigham & Women's Hospital(BWH) Boston, MA

Brigham & Women's Hospital(BWH)
Job Classification
Full Time
Company Ref #
AJE Ref #
Boston, MA
Entry Level (0 - 2 years)
Job Type
High School Diploma or GED



Brigham and Womens Hospital is dedicated to:
serving the needs of our local and global community
providing the highest quality health care to patients and their families
expanding the boundaries of medicine through research
educating the next generation of health care professional

Brigham and Womens 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 Womens 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 performance

Meeting these expectations is key to the success of your department and the organization.


Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
Utilize knowledge of HMOs, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
Assist with training and orienting staff as needed.
Provide cross coverage as needed.
Assist with special projects as directed.
Follow HIPAA guidelines for the management of patient privacy and confidentiality.
Other duties, as assigned


1.Answers incoming telephone calls in a timely fashion. 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 patients questions are appropriately answered and/or that appropriate follow-up is provided.
2.Abides by Meaningful Use and practice specific requirements by ensuring all required demographic and insurance information is accurately collected and/or updated.
3.Assume primary responsibility for scheduling patient appointments. In accordance with departmental protocols, adjust templates and daily schedules as needed, add clinical time to physicians 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 physician wait lists and cancellation (bump) lists as required.
4.Establish appropriate expectations related to the visit. Ensure patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their 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. Routinely checks in-basket messages to insure messages are answered in a timely manner. This includes reviewing each message to determine the patients need (e.g.: appointment, prescription renewal, message to provider etc.) and either handles the request or forwards the message via in-basket when appropriate.
7.Serve as back up to the New Patient Coordinators within the call center as well as provide coverage for the Practice Assistant II position when required. Competently perform all duties and responsibilities indicated in the New Patient Coordinator and Practice Assistant II job descriptions.
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.


Level of education required:
Minimum of a high school diploma or GED.

Work experience required:
Minimum one year applicable work experience required.
Some additional training in office systems or other post high school education preferred.


Technical skills required:
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
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.
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.
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.
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.
- Understanding of the appropriate use and importance of related forms.
- Intermediate understanding and use of medical terminology.
- Intermediate comprehension of insurance types and referral process.
- Intermediate comprehension of registration and fiscal information.
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 respect

Inclusiveness : 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.
Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication: The ability to effectively