Mass General Brigham
Practice Operations Assistant
Mass General Brigham, Boston, Massachusetts, us, 02298
Description:
GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womens Hospital is dedicated to:serving the needs of our local and global communityproviding the highest quality health care to patients and their familiesexpanding the boundaries of medicine through researcheducating the next generation of health care professional
Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.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 respectSelf Management : Accountability, professionalism and commitment to growth and developmentOrganization:
A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.This job description includes:General expectations for the positionAddendum A - BWH Behavioral CompetenciesAddendum B - Job Specific Tasks and Responsibilities
PRINCIPAL DUTIES AND RESPONSIBILITIES:Actual job duties may vary by department (see Addendum B for more detail)Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.Perform transcription of dictated physician notes.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.
Addendum ABWH Behavioral Competencies1. People
:
Focus on serving the community through collaboration and respectInclusivenessDefinition:
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 stylesContribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive commentsBe professional when approached about behaviors that might be perceived as disrespectful
Open CommunicationDefinition:
The ability to effectively articulate and receive information in a clear, concise and timely manner.Practice active listening skillsFoster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication stylesEnsure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audienceExpress oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication
Building Collaborative RelationshipsDefinition:
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 workplaceInteract effectively with other team members, departments and customers to accomplish organizational goals
Organizational AwarenessDefinition:
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 historyUnderstand and recognize how your individual role and department impacts the organization
2. Self Management:
Accountability, professionalism and commitment to growth and developmentEmbracing ChangeDefinition:
Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.Support and positively participate in organizational and/or job specific changesInitiate appropriate action when change is neededBe flexible and open to new ideasAdapt to shifting priorities
Learning OrientedDefinition:
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 failuresRecognize and participate in learning opportunitiesSeek and share best practices
ProfessionalismDefinition:
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 proceduresAlign behavior with the organizational mission and valuesPractice respect in accordance to the BWH standardsDemonstrate responsibility, reliability, and trustworthiness
3. Organization:
A commitment to quality, service and exceptional performanceQuality and Safety FocusDefinition:
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 proceduresTake action to prevent errorsIdentify and report adverse events, errors and incidents
Efficiency and Performance ImprovementDefinition:
Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomesMaximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with ones role
Problem SolvingDefinition:
Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.Recognize actual and potential problems and take appropriate action towards a solutionOffer assistance, as needed, when a potential problem situation is observedUse good judgment to keep manager informed of problems or issues, following department practice
Service ExcellenceDefinition:
Focusing ones efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:Engage with positive greetings and active listeningEmpathize by expressing understandingEducate throughout the information exchangeEnlist thoughts and ideas from others
4. General/Administrative Support:
(required of all Administrative Support employees)Information GatheringDefinition:
Identify and seek information needed to clarify a situation. Ask questions to discover the facts.Identify specific information needed to clarify a situation or to make a decisionProbe skillfully to get at the facts
Addendum BJOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Office OperationsRespond to a variety of incoming calls to the physician's practice,Handle patient inquiries and issues in a timely and effective mannerTreat all customers with dignity and respect.Return all patient phone calls within the same day.Provide patients with progress updates on appointments, procedures, etc.Interact with Brigham and Women's Hospital departments, referring clinics and physicians offices in order to coordinate services for patients.Sort and review all physician correspondence.Maintain clinical and administrative meetings calendar for the physician(s).Assist physician with travel, lecture arrangements.Assist physician with submission and tracking of all business expense reimbursements in conjunction with the Finance Manager.
2. Clinic ResponsibilitiesSchedule new and established patient visits in Epic and diagnostic testing as required.Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.Prepare charts for clinic ensuring that the chart is up to date and contains all patient correspondence received prior to the visit, as well as diagnostic results.Notify Operations Manager and/or clinic staff to block off the physician schedule in Epic when surgeon is out of the office; inform him/her that surgeon is out of the office as soon as information is known (add this information to the MD Away Calendar as well to ensure OR time is released)Run patient eligibility in Epic prior to clinic to ensure patients have active insurance information on file.
3. Billing FunctionServe as a liaison to insurance companies and provide them with all necessary information in order to obtain prior authorizations.Ascertain work related visits and cases; obtain all necessary worker compensation information necessary to initiate and complete negotiations and billing.Complete referral management process in conjunction with Patient Service Center, including reviewing, updating and completing and missing information.Ensure that referrals obtained for all clinic visits are up to date and accurate.Perform demographic and insurance eligibility checks in Epic, Nehen and Emdeon. Review and correct any information that is found through eligibility checks.Review surgical schedule and work with Billing Manager to ensure charges are going out appropriately.Review logs of outstanding OR dictations and work with physician to ensure timely signing and finalization of operative notes.Ensure all physician notes are dictated and final signed within the required time period so billing can go out.
4. Surgical schedulingSchedule all surgical procedures and Weiner Center pre-operative screening appointments in Epic.Notify patient and confirm arrangements.Schedule all radiological testing in Percipio and assist with the prior authorization process.Work with clinical team to ensure that patient has all pre-operative educational materials.Confirm all bookings in system and with patient prior to the procedure date and within appropriate timelines.Notify OR Schedule Manager of any unused surgical block time as soon as the information becomes available.
5.
Maintain accurate filesDevelop and maintain accurate and up to date electronic files for confidential patient information (patient charts), correspondence, administrative issues and research information for articles and papers that are readily available upon request.
6.
Prepare all correspondenceProvide insurance companies with requested information in order to complete filings and documentation for motor vehicle, workers compensation, disability claims and insurance inquiries pertaining to our services.Review and edit all office notes and transcriptions in EpicSend all consult correspondence to appropriate referring physicians.
7.
Perform all other duties as requested within standard business hours.Qualifications:Level of education required:Bachelors degree preferred.
Work experience required:Excellent organizational skills.
GENERAL SUMMARY/ OVERVIEW STATEMENT:Brigham and Womens Hospital is dedicated to:serving the needs of our local and global communityproviding the highest quality health care to patients and their familiesexpanding the boundaries of medicine through researcheducating the next generation of health care professional
Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.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 respectSelf Management : Accountability, professionalism and commitment to growth and developmentOrganization:
A commitment to quality, service and exceptional performanceMeeting these expectations is key to the success of your department and the organization.This job description includes:General expectations for the positionAddendum A - BWH Behavioral CompetenciesAddendum B - Job Specific Tasks and Responsibilities
PRINCIPAL DUTIES AND RESPONSIBILITIES:Actual job duties may vary by department (see Addendum B for more detail)Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.Perform transcription of dictated physician notes.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.
Addendum ABWH Behavioral Competencies1. People
:
Focus on serving the community through collaboration and respectInclusivenessDefinition:
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 stylesContribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive commentsBe professional when approached about behaviors that might be perceived as disrespectful
Open CommunicationDefinition:
The ability to effectively articulate and receive information in a clear, concise and timely manner.Practice active listening skillsFoster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication stylesEnsure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audienceExpress oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication
Building Collaborative RelationshipsDefinition:
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 workplaceInteract effectively with other team members, departments and customers to accomplish organizational goals
Organizational AwarenessDefinition:
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 historyUnderstand and recognize how your individual role and department impacts the organization
2. Self Management:
Accountability, professionalism and commitment to growth and developmentEmbracing ChangeDefinition:
Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.Support and positively participate in organizational and/or job specific changesInitiate appropriate action when change is neededBe flexible and open to new ideasAdapt to shifting priorities
Learning OrientedDefinition:
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 failuresRecognize and participate in learning opportunitiesSeek and share best practices
ProfessionalismDefinition:
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 proceduresAlign behavior with the organizational mission and valuesPractice respect in accordance to the BWH standardsDemonstrate responsibility, reliability, and trustworthiness
3. Organization:
A commitment to quality, service and exceptional performanceQuality and Safety FocusDefinition:
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 proceduresTake action to prevent errorsIdentify and report adverse events, errors and incidents
Efficiency and Performance ImprovementDefinition:
Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomesMaximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with ones role
Problem SolvingDefinition:
Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.Recognize actual and potential problems and take appropriate action towards a solutionOffer assistance, as needed, when a potential problem situation is observedUse good judgment to keep manager informed of problems or issues, following department practice
Service ExcellenceDefinition:
Focusing ones efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:Engage with positive greetings and active listeningEmpathize by expressing understandingEducate throughout the information exchangeEnlist thoughts and ideas from others
4. General/Administrative Support:
(required of all Administrative Support employees)Information GatheringDefinition:
Identify and seek information needed to clarify a situation. Ask questions to discover the facts.Identify specific information needed to clarify a situation or to make a decisionProbe skillfully to get at the facts
Addendum BJOB SPECIFIC DUTIES AND RESPONSIBILITIES:1. Office OperationsRespond to a variety of incoming calls to the physician's practice,Handle patient inquiries and issues in a timely and effective mannerTreat all customers with dignity and respect.Return all patient phone calls within the same day.Provide patients with progress updates on appointments, procedures, etc.Interact with Brigham and Women's Hospital departments, referring clinics and physicians offices in order to coordinate services for patients.Sort and review all physician correspondence.Maintain clinical and administrative meetings calendar for the physician(s).Assist physician with travel, lecture arrangements.Assist physician with submission and tracking of all business expense reimbursements in conjunction with the Finance Manager.
2. Clinic ResponsibilitiesSchedule new and established patient visits in Epic and diagnostic testing as required.Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.Prepare charts for clinic ensuring that the chart is up to date and contains all patient correspondence received prior to the visit, as well as diagnostic results.Notify Operations Manager and/or clinic staff to block off the physician schedule in Epic when surgeon is out of the office; inform him/her that surgeon is out of the office as soon as information is known (add this information to the MD Away Calendar as well to ensure OR time is released)Run patient eligibility in Epic prior to clinic to ensure patients have active insurance information on file.
3. Billing FunctionServe as a liaison to insurance companies and provide them with all necessary information in order to obtain prior authorizations.Ascertain work related visits and cases; obtain all necessary worker compensation information necessary to initiate and complete negotiations and billing.Complete referral management process in conjunction with Patient Service Center, including reviewing, updating and completing and missing information.Ensure that referrals obtained for all clinic visits are up to date and accurate.Perform demographic and insurance eligibility checks in Epic, Nehen and Emdeon. Review and correct any information that is found through eligibility checks.Review surgical schedule and work with Billing Manager to ensure charges are going out appropriately.Review logs of outstanding OR dictations and work with physician to ensure timely signing and finalization of operative notes.Ensure all physician notes are dictated and final signed within the required time period so billing can go out.
4. Surgical schedulingSchedule all surgical procedures and Weiner Center pre-operative screening appointments in Epic.Notify patient and confirm arrangements.Schedule all radiological testing in Percipio and assist with the prior authorization process.Work with clinical team to ensure that patient has all pre-operative educational materials.Confirm all bookings in system and with patient prior to the procedure date and within appropriate timelines.Notify OR Schedule Manager of any unused surgical block time as soon as the information becomes available.
5.
Maintain accurate filesDevelop and maintain accurate and up to date electronic files for confidential patient information (patient charts), correspondence, administrative issues and research information for articles and papers that are readily available upon request.
6.
Prepare all correspondenceProvide insurance companies with requested information in order to complete filings and documentation for motor vehicle, workers compensation, disability claims and insurance inquiries pertaining to our services.Review and edit all office notes and transcriptions in EpicSend all consult correspondence to appropriate referring physicians.
7.
Perform all other duties as requested within standard business hours.Qualifications:Level of education required:Bachelors degree preferred.
Work experience required:Excellent organizational skills.