Practice Assistant II, Pain Call Center, Onsite

This position is 100% onsite with no remote option.

Brigham and Women's Hospital is committed to putting every Patient First. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women's Hospital. Your work will be distinguished by the delivery of high-quality and safe patient care, respect and dignity in all interactions with patients, families and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of your department and the organization.

Job Responsibilities:

• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
• May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
• Utilize knowledge of HMO's, managed care and other thirst party insurers, and troubleshoots insurance issues as appropriate.
• Assist with training and orienting staff as needed.
• Provide cross coverage as needed.
• Assist with special projects as directed.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• Other duties, as assigned.
• Ensure daily coverage of BWH Center for Pain Medicine phone lines.
• Schedule appointments for new and return patients.
• Greet patients in a warm, welcoming and respectful manner.
• Obtain and verify patient demographic & fiscal information.
• Verify if active referral is in the system if the appointment requires one.
• Meet eReferral scheduling expectations set by the Hospital.
• Ensure accuracy of all new patient records and testing associated with appointments.
• Perform other duties and tasks as requested by Manager/Supervisor to ensure the efficient overall performance of the Pain Center.
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.

• 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.
• 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.
• Excellent customer service skills.
• Ability to prioritize work load when processing referrals and authorization requests per guidelines and within specified turn around timeframes.
• Ability to process high volume of requests with a 95% or greater accuracy rate.
• Effective collaborative skills.
• Strong oral and written communication skills.
• A strong working knowledge of Microsoft Office products.

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.