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

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

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

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

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

O 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.

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

O 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.

O 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.

O Daily monitoring and execution of the MSC schedule mailbox.

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

O 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.

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

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

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

O Works on special projects as directed.

O 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:

• 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.

Technical skills required:

O Knowledge of practice operations and standards.

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

O Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.

O Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.

O 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.

O 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.

O System Skills: Ability to type accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.

O Understanding of the appropriate use and importance of related forms.

O Intermediate understanding and use of medical terminology.

O Intermediate comprehension of insurance types and referral process.

O Intermediate comprehension of registration and fiscal information.

O 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.