August 17, 2016


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

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

Job Description


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


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

Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships: Identifying opportunities and taking action to build relationships between ones area and other areas, teams, departments, units, or organizations to help achieve organizational goals.

Take initiative to support others and build productive relationships that will lead to a cohesive workplace

Interact effectively with other team members, departments and customers to accomplish organizational goals

Organizational Awareness: Understand how ones own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

Support and respect BWHs mission, vision, values and history

Understand and recognize how your individual role and department impacts the organization

2. Self Management: Accountability, professionalism and commitment to growth and development

Embracing Change: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

Support and positively participate in organizational and/or job specific changes

Initiate appropriate action when change is needed

Be flexible and open to new ideas

Adapt to shifting priorities

Learning Oriented: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.

Demonstrate openness to learning from successes and failures

Recognize and participate in learning opportunities

Seek and share best practices

Professionalism: Practice respect for self and others, and adhere to BWH standards, policies, and procedures at all times.

Adhere to BWHs Code of Conduct, Guide to Ethical Standards, policies and procedures

Align behavior with the organizational mission and values

Practice respect in accordance to the BWH standards

Demonstrate responsibility, reliability, and trustworthiness

3. Organization: A commitment to quality, service and exceptional performance

Quality and Safety Focus: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)

Adhere to established policies and procedures

Take action to prevent errors

Identify and report adverse events, errors and incidents

Efficiency and Performance Improvement: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.

Participate in process and performance improvement by