1. Processes patients arriving for appointments. Verifies appointments, reviews both registration and fiscal database information, updates on-line information as appropriate and issues correct encounter/billing form specific to the patient's appointment. Operates computer terminal and must be proficient in multiple practice management systems.
2. Answers incoming telephone calls in a timely fashion. Adhere to organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the practice by telephone.
3. Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, specialty referrals, parking, directions and general information.
4. Maintains all provider clinical appointment schedules according to master schedule and adjusts them in a timely fashion as needed. Schedules patients for appointments within the Specialty Clinic and facilitates appointments for patients to external referral agencies.
5. Warmly greets patients upon receipt of telephone inquiry and performs administrative tasks necessary to ensure needed information for a successful visit such as availability of the medical record, appropriate forms, referrals and other actions needed to maintain flow of the clinic.
6. Coordinates the site-specific patient intake forms and forwards to the appropriate provider. If appropriate, ensures that medical records are in order for the daily appointment schedule.
7. Performs all check-out functions, including but not limited to scheduling follow-up visits within the Specialty Clinic, as well as appointments in other departments and outside the hospital.
8. Completes Prior Authorizations as required.
9. All other duties as assigned.
Qualifications
QUALIFICATIONS:
High school diploma or GED required; post-high school education preferred.
Minimum one year of applicable work experience required.
Additional training in office systems preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.
Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner.
Ability to manage work processes in a neat and orderly way and to sort and alphabetize.
Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
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.
Ability to type and enter data at an entry level. Entry level understanding of applicable systems.
Understanding of the appropriate use and importance of related forms.
Basic understanding and use of medical terminology.
Basic comprehension of insurance types and referral process.
Basic 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.
WORKING CONDITIONS:
Hospital based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle, and blood products.
HOSPITAL WIDE RESPONSIBILITIES:
Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.
EEO Statement
BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
