Practice Assistant - Rehab Clinic BWH

Mass General Brigham•Boston, MA

9h•Onsite

About The Position

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check-in, check-out duties, co-pay collection, PROMs collection, assist with insurance authorizations and referrals. Actual job duties may vary by Department. This position does not require patient care.

Requirements

High School Diploma or Equivalent required.
Office experience 2-3 years required.
Proficiency with all Office Suite
Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
Managing one's own time and the time of others.
Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Nice To Haves

Spanish English language skills preferred.
Spanish language proficiency preferred.

Responsibilities

Performs all aspects of patient scheduling which includes entering complete information, booking appropriately the disposition of all appointments, confirming patient visits, and inputting necessary data. This includes booking of interpreters when needed.
Operates multi-line telephone consoles for ambulatory rehab department (PT, OT, SLP).
Screens calls and provides information to callers, records, and transmits messages, or directs call to triage therapist and/or appropriate individuals. Returns follow up calls as indicated.
Prepares, organizes, and distributes all appropriate patient reported outcome measures.
Correctly identifies issues related to insurance/registration and cordially directs patients when changes are indicated.
Appropriately identifies problems/opportunities that impact on clinical schedules and service availability to the triage supervisor.
Receives files and/or distributes incoming mail and insurance approvals.
Scans all department related forms including written physician referrals and Medicare Certifications into EPIC and manages MD reconciliation in EPIC.
Schedules appointments, utilizing the computer’s clinical information scheduling option, for multiple ambulatory EPIC departments within Rehabilitation Services. Organizes schedule for multiple clinicians.
Maintains various lists and records such as triage and walk-in referrals and beeper numbers, as directed.
Organizes and maintains appropriate inventory of office supplies in the department.
Arrives, cancels, or no-shows all daily visits in EPIC.
Manages pre-scheduling program of post-op patients, research patients, and walk-ins.
Assists in training of new clinical and front desk staff in regard to scheduling and front desk duties.
Assists managed care coordinator with assigned tasks. Fills in for managed care coordinator in their absence.
Demonstrates effective interpersonal skills in all interactions with public, staff, patients and families and caregivers. Is always polite and courteous. Understands how to de-escalate tense situations and ask for assistance when needed.
Maintains all provider scheduling templates and adjusts in a timely fashion as needed.
Performs all check-out functions, including scheduling follow-up visits within the rehabilitation department.
Daily monitoring and execution of the eReferral work queue for their respective rehabilitation clinic. This includes scheduling referral appointments from the work queue. Also, work to ensure all the BWH expectations are met with scheduling referral appointments and linking referrals.
Provides support and information to patients and providers to problem solve and manage complex administrative and patient issues.
Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
Understands HMO, Managed Care, and other Third-Party Insurers.
Understands financial services and self-pay resources and provides patients with information as needed.
Works on special projects as directed.
Performs all other duties & tasks as assigned.