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POST DATE 8/10/2016
END DATE 11/22/2016

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.

Primary responsibilities include taking all incoming patient calls, scheduling all follow up appointments for patients including ancillary testing. All patient messages are too sent on DoM standard message template and are to include all necessary information and last visit note. Provides patient with accurate appointment information include preps, directions and time of appointment .


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


Incoming Calls
Use standard Watkins greeting (Thank you for calling Brigham and Womens Watkins Cardiovascular clinices this is ________ speaking how I may help you.)
Greets patients in a warm, welcoming and respectful manner.
Obtains and verifies patient demographic & fiscal information
Closes all calls with the standard closing (Is there anything else I can do for you today?)
Verifies active referral is in the system if the appointment requires one.
Answers patient telephone calls, professionally and courteously within three rings, correctly processing information on ambulatory appointment scheduling or answering questions or solving problems. If necessary, transfers call to another representative or department to assist the patient.
Communication effectively with physicians or support staff by using standard message template including physican note in all messages to providers.
Scans all patient information accurately
Indexing to be completed in a timely manner and accurately
Ensure all scanning has medical record numbers on them and indexed into correct patient
Accurately manages and reschedules patients on their Reschedule List in accordance with standards
Takes a detailed message to relay information to RN, NP or MD
Is required to obtain all outside medical records on behave of the provider and the patient
Performs other duties and tasks as requested by supervisors to ensure the efficient overall performance of the facility, maintaining flexibility regarding the occasional need for the staff coverage in other areas of the facility
Cross covered to mentor and train new hires
Attend monthly meetings with team to build a cohesive work envirnment
Maintains a professional relationship with all physicians
Adheres to Joint Commission and Department of Public Health regulations as well as hospital and Department policies, such as : attendance and dress code
Maintains inventory of necessary supplies and equipment following procedures set by practice manager.
Maintains a neat organized work environment
Follows instructions of and assists supervisory staff as required
Maintains good communication and reports problems to supervisor


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 articulate and receive information in a clear, concise and timely manner.
Practice active listening skills
Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience