1. Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
2. Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
3. May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
4. Utilize knowledge of HMO's, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
5. Greets and assists patients when they check in & out of the clinic in a professional manner.
6. Obtains or reviews their demographics & fiscal information
7. Collects Co-Pays, enters payments and closes batch at the end of the day
8. Prepares necessary documentation for scheduled patient appointments
9. Answers patient's telephone calls, correctly processing information or answering questions or solving problems.
10. Schedules all appointments including ancillary testing
11. Communications effectively and in a professional manner with patients regarding wait times
12. Maintains general reception area, ensuring cleanliness and organization.
13. Obtains prior authorizations.
14. Adheres to Joint Commission and Department of Public Health regulations as well hospital and Departmental policies, such as: Attendance, Co-Pay and Dress Code.
15. Performs other duties and tasks as requested by supervisors to ensure the efficient overall performance of the facility, maintaining flexibility regarding the occasional need for the staff coverage in other areas of the facility.

16. Addendum

    Job Title: BWH Practice Assistant II BR#: 0489

    Department/ Unit/ Section: Endocrinology Reports to: Practice Manager

    Reviewed by: Practice Manager Date revised: 3.9.2023

    DEPARTMENT SPECIFIC 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.

    Practice Assistant II for Endocrinology

17. • Prior Authorizations for 221 Endocrine/CWMW.
    • Triage non-clinical Patient Advice Messaging (ie: Scheduling issues, mailing/faxing orders, forward refill requests to the pharmacy team, etc...).
    • Arranging patient appointments and testing.
    • Prioritizing phone calls and messages via in-basket and/or outlook based on urgency.
    • Rescheduling clinics to alternate dates based on provider availability.
    • NeuroEndocrine new referral scheduling and work queue monitoring as needed.
    • General Endocrine Work queue coverage as needed.
    • General scheduling of Endocrine & CWMW appts.
    • Schedule ancillary services as needed.
    • Prepares necessary documentation for scheduled patient appointments (obtains patient records when necessary).
    • Bump List Scheduler (Re-schedules cancelled clinics for 221 Endocrine/CWMW).
    • Utilize knowledge of HMO's, managed care and other third-party insurers, and troubleshoots insurance issues as appropriate.
    • Verifying that patient's insurances are accepted at BWH .
    • If so, proceeding with scheduling.
    • If not, working with insurance company to obtain authorization for out of network visits, ensuring appropriate hospital. Working with other BWH staff prior to booking NSB/Non-Contracted patients.
    • Requesting records including paper records as well as imaging discs in particular format be sent for physician review.
    • Rescheduling patients when needed and contacting them regarding the change of appointment.
    • Front Desk Coverage as needed.
    • Thyroid Biopsy Scheduling coverage as needed.
    • Performs other duties and tasks as requested by supervisors to ensure the efficient overall performance of the facility, maintaining flexibility regarding the occasional need for the staff coverage in other areas of the facility.

* 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:

Technical skills required:

* Knowledge of practice operations and standards.

* Understanding of procedures including filing, copying, scanning, printing, and faxing.

Phone skills:

* Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.

Verbal skills:

* Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner.

Organization Skills:

* 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.

Writing Skills:

* 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.

System Skills:

* 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.

RSRMGB