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POST DATE 9/7/2016
END DATE 10/15/2016

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

Boston, MA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)
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



o Serves as sub-specialtys New Patient Coordinator, registering, scheduling, and coordinating new patient appointments at main campus and all satelliate locations (Brigham and Womens Faulkner Hospital, Brigham and Womens Surgical Associates at South Shore Hospital and Brigham and Womens / Mass General Health Care Center in Foxborough) for providers in subspecialty.

o Serves as BWH liaison in the Dana Farber/Brigham and Womens Cancer Center Direct to Surgery Program.

o Schedules and confirms patient appointments, procedures, and surgeries using appropriate information systems.


o Proactively works with clinic staff to ensure they have sufficient information for patient encounters, including outside medical records.

o Engages with other departments/hospitals to coordinate services as needed.

o Monitors daily schedule and exam room utilization - communicating with clinicians and patients/visitors to set expectations and maintain efficient flow.

o Oversees scanning/maintenance of electronic medical records.

Finance & Billing

o Obtains, verifies, records and processes required patient demographics, referrals, authorizations, and insurance/payment information.

o Collects, compiles and forwards co-payment/payment/reimbursement documentation to appropriate internal parties.

o Serves as liaison to BWH billing vendor and insurance companies - efficiently and effectively addressing billing questions/issues as they arise.

Planning & Administration

o Provides administrative support including composing correspondence, completing forms, retrieving and delivering patient records and completing travel arrangements for physician.

o Maintains physicians calendar - facilitating meeting planning and scheduling.


o Greets patients and directs visitors.

o Responds to requests for routine information or assistance within scope of knowledge.

Divisional & Other Duties

o Attends General Surgical Specialties staff meetings, practice team meetings, team huddles, and other meetings are requested., positively participates in meeting and team roles as requested.

o Supports divisional initiatives as they are implemented.

o Frequently reviews Department of Surgery, Division of General Surgical Specialties, and individual performance metrics, works continuously toward improvement goals.

o Performs other duties, as assigned.


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.


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 to effectively resolve situations.

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