serving the needs of our local and global community
providing the highest quality health care to patients and their families
expanding the boundaries of medicine through research
educating the next generation of health care professional
Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.
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.
BWH Behavioral Competencies (required of all employees)
People : Focus on serving the community through collaboration and respect
Definition: Maintain an environment where individuals value and respect differences in all situations.Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.
Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles
Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments
Be professional when approached about behaviors that might be perceived as disrespectful
Definition: The ability to effectively articulate and receive information in a clear, concise and timelymanner.
Practice active listening skills
Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles
Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience
Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication
Building Collaborative Relationships
Definition: Identifying opportunities and taking action to build relationships between one's area and otherareas, teams, departments, units, or organizations to help achieve organizational goals.
Take initiative to support others and build productive relationships that will lead to a cohesive workplace
Interact effectively with other team members, departments and customers to accomplish organizational goals
Definition: Understand how one's own work affects the organization as a whole and demonstrate acommitment to the organizational goals.
Support and respect BWH's mission, vision, values and history
Understand and recognize how your individual role and department impacts the organization
Self Management:Accountability, professionalism and commitment to growth and development
Definition: Demonstrate adaptability and openness to organizational changes needed to improveeffectiveness and goals.
Support and positively participate in organizational and/or job specific changes
Initiate appropriate action when change is needed
Be flexible and open to new ideas
Adapt to shifting priorities
Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreastof new tools and methods, rising to add value and build challenge in current assignments.
Demonstrate openness to learning from successes and failures
Recognize and participate in learning opportunities
Seek and share best practices
Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures atall times.
Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
Align behavior with the organizational mission and values
Practice respect in accordance to the BWH standards
Demonstrate responsibility, reliability, and trustworthiness
Organization:A commitment to quality, service and exceptional performance
Quality and Safety Focus
Definition: Responsible for meeting standards of performance or outcomes in a safe manner whileavoiding risks.
Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)
Adhere to established policies and procedures
Take action to prevent errors
Identify and report adverse events, errors and incidents
Efficiency and Performance Improvement
Definition: Systematic approach to improve performance by eliminating waste, non-value added activitiesand variability in processes.
Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes
Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role
Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action;and if necessary develop alternative courses of action.
Recognize actual and potential problems and take appropriate action towards a solution
Offer assistance, as needed, when a potential problem situation is observed
Use good judgment to keep manager informed of problems or issues, following department practice
Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed andunexpressed needs or expectations of internal and external customers.
Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:
Engage with positive greetings and active listening
Empathize by expressing understanding
Educate throughout the information exchange
Enlist thoughts and ideas from others
General/Administrative Support: (required of all Administrative Support employees)
Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
Identify specific information needed to clarify a situation or to make a decision
Probe skillfully to get at the facts
Principal Duties and Responsibilities:
Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
Provide routine and more complex administrative support such as: typing memos and letters, answering telephones, and taking and distributing messages.
Coordinate calendar and schedules including: coordinate calendars for several managers or coordinates events for department.
Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
Perform transcription of dictated physician notes.
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.
Job Specific Duties and Responsibilities:
Schedules and confirms patient appointments using appropriate information systems
Schedules and confirms patient surgeries using appropriate information systems
Maintains physician's calendar - facilitating meeting planning and scheduling
Performs all duties of check-in and check-out
Oversees scanning/maintenance of electronic medical records in BWH's LMR system
Prepares for weekly clinics by organizing clinic medical record needs in line with physician preferences
Proactively works with clinic staff to ensure they have sufficient information for patient encounters
Engages with other departments/hospitals to coordinate services, as needed
Monitors daily schedule and exam room utilization - communicating with clinicians and patients/visitors to set expectations and maintain efficient flow
Finance & Billing (25%)
Obtains, verifies, records and processes required patient demographics, referrals, authorizations, and insurance/payment information
With physician guidance as needed, enter all required billing data into appropriate information/billing systems
Collects, compiles and forwards co-payment/payment/reimbursement documentation to appropriate internal parties
Serve as liaison to BWH billing vendor and insurance companies - efficiently and effectively addressing billing questions/issues as they arise
Serve as a liaison to SSH and the Dept. of Anesthesia in the collection of surgery payments.
Prepares cosmetic quotes, as needed
Planning & Administration (15%)
Prepares travel arrangements
Completes expense reimbursements
Composes routine correspondences
Completes standardized forms
Maintains practice files
Opens and sorts mail
Retrieves and delivers patient records
Photocopies, sorts, collates and distributes documents, as required
Answers, screens and routes telephone calls in a timely manner
Greets patients and directs visitors
Responds to requests for routine information or assistance within scope of knowledge
Divisional & Other Duties (10%)
Attends team meetings as required and contributes in a positive manner
Supports divisional initiatives as they are implemented
Assists in training of new hires
Seeks out improvement opportunities within practice and throughout Division
Performs other duties, as assigned
Job Specific Skills/Abilities/Competencies Required:
Must maintain highest standards of professionalism, ethics, and integrity.
Must have strong customer service, communication, and interpersonal skills in dealing with patients, providers and colleagues.
Must be team-oriented in dealing with multiple stakeholders and communication channels.
Must be sensitive to and supportive of patients, families, and care-providers.
Must be resourceful in obtaining information when it is not readily available and in responding to unusual situations.
Must have ability to recognize problems, establish priorities and initiate appropriate responses.
Level of education required:
Minimum of a high school diploma or GED.
Work experience required:
Minimum two years applicable work experience required.
Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Technical skills required:
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle morecomplex calls and give more detailed information.
Verbal skills: Ability to interpret information as appropriate, answer more complex questions inthe most professional manner and communicate in a professional, courteous, clear and concise manner.
Organization Skills: Ability to manage work processes in a neat and orderly way and to sort andalphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
Writing Skills: Ability to correspond and communicate with others clearly and effectively inwriting (via e-mail, memo or interoffice note) and to take complete and accurate messages. May respond directly on behalf of manager/provider without direction or instruction.
System Skills: Ability to type and enter data effectively and at a more advanced level.Intermediate level computer skills including the ability to use word processing, spreadsheet, database and presentation applications.
Intermediate understanding and use of medical terminology.
Intermediate comprehension of billing 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.
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.