Job Description:

Site: The Brigham and Women's Hospital, Inc.


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary


PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.


Actual job duties may vary by department (see Addendum B for more detail)


Ø Manage patient referrals and links them to scheduled office appointments.


Ø Triage and manages complex telephone calls, utilizing courteous customer service skills.


Ø Schedule patient appointments and coordinates the scheduling of diagnostic testing.


Ø Ensure the completeness of all required benefits eligibility, waivers, etc.


Ø Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.


Ø Understands financial services and self-pay resources and provides patients with information as needed.


Ø Provides coverage to the outpatient clinic front desk, performing all check -in and -out functions as outlined by the BWH Front Desk Standards of Operations.


Ø Daily monitoring and execution of the eReferral work queue for BWH MSC FXB. This includes scheduling referral appointments from the work queue. Also, work to ensure all the BWH expectations are met with scheduling referral appointments.


Ø Daily monitoring and execution of the MSC schedule mailbox.


Ø Provides support and information to patients and providers to problem solve and manage complex administrative issues


Ø Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.


Ø Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.


Ø Provides cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed.


Ø Assists with training and orientation of new staff, where applicable.


Ø Works on special projects as directed.


Ø Performs all other tasks which would facilitate the flow of patients through the Multi-Specialty clinic or which enhance the quality of service to patients.



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.



Additional Job Details (if applicable)


Additional_Job_Description



Remote Type


Onsite



Work Location


22 Patriot Place



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


The Brigham and Women's Hospital, Inc. 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.



Mass General Brigham Competency Framework


At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline. Apply Now