Review all new telephone encounters and Patient Gateway messages to ensure accuracy, clarity, and completeness.
Edit and complete telephone encounters by referencing the Epic chart or reaching out to the caller when necessary.
Complete any task or request that is within the scope of your position.
Problem solve as needed.
When dealing with patients who have called before for the same issue without resolution, call the patients to confirm that you are in receipt of their message and work with clinic leaders to either set a realistic response time or to prioritize resolution.
Utilize Access Center and clinic quality assurance feedback mechanisms to flag messages that were not documented accurately, are not clear or were incomplete.
Work collaboratively with the RNs in our clinics to ensure that the messages they receive are appropriate.
Work to ensure that messages that are routed to Providers are appropriate.
Qualifications
Strong organizational skills
Strong communication skills
Excellent oral and written skills
Ability to effectively respond to time sensitive and confidential issues.
Ability to work both independently and as a member of a functional team.
Ability to develop into a subject matter expert to resolve routine administrative requests.
Ability to develop into a subject matter expert to schedule into multiple specialties.
Ability to develop as an Epic EMR subject matter expert to navigate the electronic medical report to improve message quality and accuracy.
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.
