The Patient Access Coordinator (PAC) Obtains outside medical records to prepare patients for clinic visits, serves as back-up for fielding incoming calls and scheduling patients. responsible for answering and appropriately managing incoming telephone calls; scheduling patient appointments; creating and updating patient registrations; setting certain expectations for patients regarding their visit, and responding to customers' information needs. Additionally, the PAC is responsible for performing various administrative and clerical duties required to support these functions and, on an as-needed basis, may be required to perform other tasks.
Demonstrate, support and actively embrace the BW/F, BWH and BWPO mission, values and service guidelines in all interactions with all customers. Exhibit service-oriented behavior at all times.
Consistently demonstrate service guidelines.
Support and uphold all service standards and initiatives.
Implement new service standards in a timely fashion.
Exhibit courtesy and compassion when interacting with patients.
Treat all customers warmly and professionally.
Use appropriate judgment in all interactions with customers and in carrying out all responsibilities. Demonstrate the ability to evaluate circumstances and make sound decisions.
Maintain appropriate confidentiality at all times, particularly as it relates to patient information.
Exhibit respect for the privacy, dignity, and individuality of patients at all times.
Participate actively in the work environment in a way that fosters communication, teamwork, cooperation, flexibility, respect, and diversity.
Exhibit cooperation in all workplace interactions by working well with others and collaborating with colleagues and supervisors.
Show willingness to adjust to changing situations and work assignments. Assume additional and/or modified responsibilities, as requested, in an effective and positive manner.
Exhibit the ability to coordinate activities with other employees and work units, as well as to plan beyond immediate needs.
Participate in the work environment in a way that supports creativity, innovation, and the advancement of organizational and departmental goals. Demonstrate initiative, versatility, and ingenuity when possible.
Understand and support the organizations' strategic plans and annual priority plans. Understand individual role in supporting these.
When possible, identify new and creative approaches to improving work processes and achieving goals. Work with management to implement approved changes.
Participate in reviewing and updating key departmental processes in order to ensure that they are appropriate, efficient, and consistent with organizational and departmental goals and standards.
Participate in the department's process for eliciting and utilizing customer feedback.
Demonstrate a strong work ethic by producing high quality work products and by consistently exhibiting reliability, loyalty, conscientiousness, and perseverance in carrying out responsibilities. This includes appropriate attendance and timeliness.
Generate work products that are neat, accurate, and thorough.
Maintain a high quantity of work output.
Maintain the qualifications, competencies, and certifications or licenses required for the position.
Attend orientation programs; job specific training programs; and mandatory safety, infection control, security and other programs within the appropriate timeframe. When possible, attend professional development courses appropriate for the position.
Attend customer service training programs as required.
Participate in other opportunities for professional growth, training and development. Exhibit an interest in self-improvement.
Understand and adhere to PHS, BWH, and BWPO policies and procedures. Additionally, understand and adhere to all regulatory standards and laws including the Health Insurance Portability and Accountability Act (HIPAA) as they relate to job duties.
JOB SPECIFIC STANDARDS
Together, the weight for all job specific tasks and practice specific tasks must equal 100% with the weight of the practice specific tasks not exceeding 20% overall.
Answer incoming telephone lines in a timely fashion, using the Ideal Patient Experience standard greeting and other telephone etiquette. Adhere to other relevant organizational and departmental service standards related to telephone access in order to ensure that patients, referring physicians, and other customers can easily access the Practice by telephone.
Adhere to Practice standards related to amount of time logged in as an agent, amount of time available for taking calls, and number of outbound calls.
Use appropriate ACD activity codes to ensure proper tracking and reporting of activity. This includes the proper use of walk-away codes when applicable.
Adhere to relevant standards related to placing calls on hold and transferring calls.
Adhere to relevant standards related to voicemail and the management of internal lines.
Respond to telephone messages within established timeframes.
Appropriately manage all calls, either by working with the customer or by referring the call to the appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH, BWPO and the Practice.
In accordance with Practice protocols, generate and distribute phone messages in a timely fashion.
Maintain a customer service management tracking system to record messages. Ensure that messages are returned within the prescribed time frame.
In addition to utilizing available resources to address specific inquiries and concerns regarding general information such as parking, location, and directions, make customers aware of resources that are readily available to them.
Assume primary responsibility for scheduling patient appointments, including enterprise-wide scheduling if applicable. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. In accordance with departmental protocols, adjust master templates, overbook and/or add clinical time to physician schedules in order to accommodate either clinical necessities or appointment requests made by either a patient or a referring physician. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients' and referring physicians' scheduling needs are accommodated. Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused workfiles.
Maximize the utility of the scheduling application by accessing all available scheduling data and resources. Utilize the scheduling application in a manner that supports optimal access, appropriate appointment arrangements, and thorough documentation of relevant requirements. Obtain all necessary information in order to ensure that the patient is scheduled with the most appropriate provider.
If the next available appointment exceeds a reasonable timeframe (as established by the Practice), or if a patient or referring physician expresses concern with the wait time for an appointment, offer to investigate other scheduling opportunities. Work with Practice management to determine if an accommodation can be made in order to provide the patient with an earlier appointment. Follow-up with the patient or referring physician's office as appropriate.
Based upon Practice protocols, offer to schedule or assist with scheduling any other appointment a patient might need in any BW/F venue.
When canceling an appointment, treat patients kindly and professionally. Inquire as to whether/when they would like to reschedule the appointment.
Optimize access and satisfaction by maintaining and working the appointment wait list.
Work the physician cancellation (bump) list as requested. Ensure that any outbound call activities are conducted at appropriate times in order to ensure that incoming call volume is appropriately managed.
Make appointment reminder calls in accordance with departmental protocols.
Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.
Assume primary responsibility for pre-appointment registration intake, ensuring that all required demographic, Clinical Notes, Imaging and insurance information is accurately collected and/or updated. This includes the collection of referring physician information. Actively participate in the Ideal Patient Experience Patient Identifier Flag process, inserting or removing relevant informational flags in patient accounts in order to allow for the creation of specialized, focused workfiles.
For new patients, create a new patient registration, obtaining all required data elements. This includes the complete and accurate completion of the following data fields: name, date of birth, gender, mailing address, phone number, social security number, language, fiscal category, and work related injury/illness inquiry.
For return patients, review required/essential registration data by asking patients to validate specific data elements; update as necessary.
Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary pre-visit information and instructions, including a reminder to bring their insurance card and a referral (if any) to the visit.
Provide patients with financial information, including fee information, as requested. This includes explaining general coverage provisions, co-pay information, and payment policies. For more complicated insurance or billing questions and for financial counseling, refer patients to an appropriate financial counselor or BW/F Patient Liaison.
Inform patients of their financial responsibility for prior balances owed, if any.
Inform patients if BWPO and/or BWH is a nonparticipating provider with the patient's insurance carrier.
Ask new patients if they need any information regarding transportation, parking or finding the Practice location.
Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.
Function as a Practice Services Representative as requested. Competently perform all duties and responsibilities indicated in the Practice Services Representative job description (attached).
Bachelors degree or equivalent relevant experience required.
Successful completion of the Ideal Patient Experience in Clinical Practices course required within the 90-day probationary period.
Certification in the Patient Access/Scheduling skill set within the 90-day probationary period.
Certification in Basic Registration Services skill set within the 90-day probationary period.
Certification in Clinical Practice Patient Financial Services within the 90-day probationary period.
Previous experience in a customer service role strongly preferred.
Previous experience in a healthcare setting strongly preferred.
Familiarity with medical terminology preferred.
Previous experience with health insurance preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
Demonstrated customer service skills, including the ability to use appropriate judgment, independent thinking and creativity when resolving customer issues.
Ability to effectively handle challenging situations and to balance multiple priorities.
Excellent verbal communication skills. Conversational ability in Spanish desirable.
Able to communicate effectively in writing.
Ability to use personal computers and select software applications.
Working knowledge of physician billing, third party insurance, referral requirements, and multi-line telephones required within probationary period.
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.