Practice Assistant II, Pain Call Center

Site: The Brigham and Women's Hospital, Inc.

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

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.

This position is 100% onsite at the 850 Boylston Street location.

 

Qualifications

• 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 the 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.

Responsibilities:

• Responsible for answering incoming calls in a timely manner so patients, referring physicians, and customers can easily access the practice by phone. Adhere to departmental service standards related to telephone etiquette. Seeks clinical assistance from nurses or MD if phone calls present as an urgent medical situation. Monitors in-Basket for clinical messaging.
• Responsible for scheduling appointments for PMC patients, including initial, follow ups, procedures, ancillary appointments such as: MRI, CT scan, EKG, sleep studies, Indium Study and EMG.  Reschedule patients as necessary.
• Follow protocol for scheduling new patients which includes confirming demographic information and insurance, referring provider, reason for visit, and sending out new patient packets. Discusses need for referral and prior approvals for procedures.
• Communicates with Providers and Nursing through clinical messages with questions regarding medication refills, procedures, prior approval, etc. Communicates with PMC Managed Care Coordinator for workman’s compensation and for other appointments needing insurance approval.
• Responsible for check out function which includes scheduling patients for follow up appointments and/or radiology tests. Directs patients to radiology or other departments when necessary. Confirms demographic information and inputs PCP and referring Provider information into the LMR.
• Assists in training new staff to following systems: Telephone, EPI, NEHAN, and Patient Gateway/ My Chart.
• Serves as liaison among patients, PMC physicians, referring physicians, and other care providers for such requests as scheduling new patients, urgent appointments, or questions re: procedures, etc. This includes returning phone calls, emails, and clinical messages. Seeks assistances in overriding or double-booking schedules to accommodate patients when urgent appointments are needed. Works as the new patient coordinator.
• Works as part of the PMC team to file, copy, scan medical records, run errands, confirm or change appointments, perform other tasks as required. Assists in patient flow at reception desk and assists in other areas of the PMC as needed.
• Maintains practice service standards with attention to developing staff teamwork, patient, and staff interaction guidelines to continue to improve patients scores.
• Responsible for scheduling New patient referrals through fax, phone calls, emails, and the pain management work queue
• Responsible for calculating the Doctor Totals each week for the upcoming weeks in advance.
• Responsible for scanning New Patients medical records in preparation for upcoming consults  
• Other duties as assigned.
• Responsible for supporting pain providers and clinic patients.
• Demonstrates patience, understanding and compassion when working with the challenging population of chronic patient patients. 
• Will perform