Under the supervision of the Sr. Administrative Director for the Division of Otolaryngology provides a broad level of administrative support to physicians, medical practice or clinic for patient care and administrative duties. Works independently to execute job responsibilities and tasks. Works with the physician, staff members and management to ensure a quality-based, patient-oriented flow of work. Utilizes discretion and judgement to organize priorities, complete tasks, handle confidential patient information. Performs a wide range of administrative tasks utilizing well established skills and experience to support a medical office, including surgical scheduling, prior authorizations, coding and billing as well as coordinating patient services such as appointments, testing and referrals. Performs administrative coordination of a physician(s) office to include secretarial support, data management and billing/financial support. Maintains advance knowledge and proficiency in medical office operations, insurance regulations and billing practices.
PRINCIPAL DUTIES AND RESPONSIBILTIES:
PATIENT CARE RESPONSIBILITIES
Schedules patient office appointments; coordinating with others as appropriate. Provides information to physician as appropriate.
Refers patients to appropriate hospital departments for registration, referral and financial services as needed.
Obtains, provides and maintains medical records in support of patient visits, surgeries, billing and other needs.
Maintains high level of knowledge and skill in the use of appropriate electronic systems to obtain and provide information.
Arranges and/or provides information and visit support to patients and their families, such as distributing maps, information regarding procedures and interpreter services.
Prepares for patient visits by placing appointment and surgery reminder calls, organizing patient files and printing forms and ensuring physician and office is prepared to provide for patient visit or surgery.
Completes all aspects of patient checks-in in a courteous manner. This includes updating computer systems with correct and complete information, obtaining referral information and payments and preparing billing materials. Coordinates with clinical staff to ensure smooth patient flow.
Completes procedures to check-out patients as they exit exam rooms, including scheduling appointments and testing
Provides and coordinates office support to meet physician needs. This includes operating room schedules, maintaining files, dictation support, correspondence with physicians, patients and other offices or agencies
Provides and coordinates patient appointments to include processes related to cancelled appointments and reminder notices.
ADMINISTRATIVE RESPONSIBILITIES
Maintains physician's office to include calendar management, travel, office reception, mail processing, correspondence and reports and related responsibilities of a secretarial nature.
Ensures timely renewal and maintains files of physician's medical license(s), DEA certificate, professional liability insurance, etc. Prepares and maintains files of hospital and managed care plan credentialing documents. Ensures office is operating efficiently by performing duties to monitor and address needs such as order supplies, maintain files and obtain literature.
Organizes materials and information for processing of invoices and reimbursements, updating and communicating on-call schedules and for use in presentations made at national meetings. Establishes and maintains databases for practice and physician use.
Arranges for outside visitors, medical students, etc. as requested by physician.
Cross covers other staff members, e.g. breaks, lunches, vacations, during variations in work flow as needed.
Participates in periodic staff meetings or other departmental meetings.
Perform/participate in special projects as may arise from time-to-time.
SURGICAL SCHEDULING
Arranges patient surgeries by scheduling pre-surgery appointments and testing; reschedules as needed. Obtains all required authorizations and referrals in advance of surgery. Provides information to Admitting in a timely manner.
Utilizes Epic to schedule surgeries electronically. Updates physician calendar to block surgery schedule. Communicates any special circumstances to the physician. Distributes surgical schedules.
Works with primary care and specialty offices to obtain patient historical data, reports, imaging studies, lab results or other information necessary for the coordination and completion of the surgery and patient care.
Ensures patients receive pertinent patient education information about their surgeries. Confirms completion of Consent for Surgery forms. Provides patients with pre-surgical instructions in a timely manner. Addresses or refers patient and family questions regarding surgery, insurance and administrative.
Work effectively and efficiently with insurance companies to obtain pre-authorization for any and all surgical procedures.
Maintains files to incorporate surgical information in paper and electronic patient and office files. This includes operative notes, discharge summaries and test reports.
May schedule post-operative appointments and testing.
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.
