BWPO PRACTICE ASSISTANT II / 40 HOURS / DAY / BWH - CLINICAL NEUROLOGY
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POST DATE 9/17/2016
END DATE 11/15/2016
Brigham & Women's Hospital(BWH)
JOB DESCRIPTIONGENERAL SUMMARY/ OVERVIEW STATEMENT:
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.
Reporting to the BWPO Practice Administrator and under the general supervision of the EEG and EMG supervisors, the EEG/EMG practice assistant is primarily responsible for coordinating inpatient and ambulatory EMG and EEG exam scheduling and patient arrival times. Answering and appropriately managing incoming telephone calls, acquiring prescription and procedure prior authorizations, and scheduling ambulatory patient appointments.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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
JOB SPECIFIC DUTIES AND RESPONSIBILITIES:
Answers Incoming Calls
1.Following Department standards, answers incoming telephone calls in a timely fashion, using the Departments standard greeting. Adheres to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, inpatient floors and other callers can easily access the Lab by telephone.
2.Responds to voicemails within established service standards.
3.Appropriately manages all calls, either by completing the callers request or by referring the caller to the appropriate party. For routine matters, responds directly to the callers inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about the Hospital and the Neurology Department.
1.Schedules inpatient and ambulatory EMGs and EEGs: following Department scheduling and customer service standards and with direction from the EMG and EEG supervisors, the practice assistant schedules appointments ensuring appropriate utilization of the procedure schedules.
2. Utilizes the scheduling application in a manner that supports optimal access, appropriate appointment use and thorough documentation of relevant scheduling requirements.
3.If the next available appointment exceeds a reasonable timeframe (as established by the Divisions), or if a patient or referring physician expresses concern with the wait time for an appointment, offers to investigate other scheduling opportunities. Works with the chief technologists to determine if an accommodation can be made in order to provide the patient with an earlier appointment. Follows-up with the patient or referring physicians office as appropriate.
4.Ensures an order is attached to each scheduled exam
2.Communicating Visit-Related Information
Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their insurance card and a referral (if any) to the visit.
Provide patients with financial information, including fee information, as requested. This includes any procedure authorization needs and payment policies. For more complicated insurance or billing questions and for financial counseling, refer patients to the practice administratr, an appropriate financial counselor or a BW/F Patient Liaison.
Inform patients of their financial responsibility for prior balances owed, if any.
Inform patients if BWPO and/or BWH is a nonparticipating provider with the patients insurance carrier.
4.Prescription Refill Requests
As requested, enters prescription refill information into Epic
Verifies medication name, strength/dose and frequency of medication at the time of the request or Gateway message
As needed, submits paperwork to request prescription authorization
Communicates to physicians and patients authorization timeline
5.Prior Authorization acquisition
Following Departmental policies and procedures, acquires all prior authorizations for new and return Movement disorder botox procedures.
Communicates with treating neurologists and patients authorization status
Level of education required:
Minimum of a high school diploma or GED.
Associates or Bachelors degree preferred.
Work experience required:
Minimum one year applicable work experience required.
Some additional training in office systems or other post high school education preferred.
Previous health care experience required, preferably in a hospital based ambulatory practice setting
Well-developed customer service skills required
Well developed communication skills required
Familiarity with medical terminology preferred.
Previous experience with referral/prior authorization management preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
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