Practice Assistant II, Hybrid/ 40hours/days/Longwood Ave, Boston ,

• Answers all incoming calls, e-Referrals and electronic messages via Epic and Outlook from providers and patients seeking Mental Health services, timely, consistently, and exhibiting courtesy and compassion.
• Verifies patient demographics and insurance information at the beginning of each call. If there is an update required, transfers the caller to the Patient Service Center at the conclusion of the call
• Assesses referred patients to determine appropriate level of care, consulting with psychiatry department social work and MD staff as needed. Performs preliminary acuity/risk assessment. Directs patients with emergent needs to ED settings, and patients with less urgent needs to appropriate outpatient settings.
• Act as the clinic Liaison for sup-specialty clinics; this work includes attending monthly meeting and relaying updates and changes to the Operation Supervision and the call center team.
• Assesses appropriateness of referral for services available at BWHC clinical sites
• Schedules all new patient appointments as clinically appropriate
• Provides direction for those scheduled appointments, ensuring correct date/time, location, and visit expectations are set including those related financial matters and sending new patient brochures.
• Performs and documents all triage and coordination interactions in Epic and in accordance with BWH and Department procedures.
• Proactively reviews all BWHC ambulatory settings for specialties and resources to ensure.
• appropriate appointment allocation/scheduling services
• Proactively reviews cancellation and waitlist to ensure optimal scheduling.
• Adjusts templates and daily schedules as needed; add clinical time to physician's schedules to accommodate patients as needed. Cancels and reschedules appointments as requested and works physician's bump list as required.
• Maintains a statistical data base on referrals within and outside BWH/FH.
• Maintains confidentiality and complies with professional ethics according to professional and Departmental standards.
• Facilitates the appropriate and efficient use of hospital and community resources.
• Obtains Medical Records for Specialty Services (e.g.: WMH and Neuropsychiatry)

• Performs and completes physician orders accurately and thoroughly. Responsible for performing various administrative and clerical duties required to support the clinicians on an as-needed basis including faxing and mailing of letters.

• Function as a front desk Practice Assistant II (check-in/check-out responsibilities etc.) when required. Competently perform all duties and responsibilities indicated in the front desk Practice Assistant II job description.
• Responsible for communicating inventory needs and opening/closing functions. This would include communication of staples supplies, turning on/off lights, ensuring that photocopier and fax have paper etc.

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.

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.