Practice Assistant - Rehab Clinic BWH

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 Clinic/Practice Assistant II/ Full Time/ 40 Hours/ Day Shifts Work within our Physical Therapy Clinic/Practice site at 70 Francis St/ Main Campus Boston Excellent Benefits! Supportive leadership! Friendly team! Spanish English language skills preferred. 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. Administrative duties related to patient visits including scheduling, check-in, check-out duties, co-pay collection, PROMs collection, assist with insurance authorizations and referrals. Actual job duties may vary by Department. Does this position require Patient Care? No Essential Functions * Perform routine administrative and clerical duties relating to a clinical service practice office. * Make patient appointments and maintain appointment records. * Greet and assist patients. * Answer telephones, assist callers with routine inquiries, and schedule appointments. * File materials in patient folders, and print appointment schedules. * Process patient billing forms and scan documents to patient medical record/LMR. * Call for patient referrals and MD orders * Open and distribute unit mail or faxes. * Type forms, records, schedules, memos, etc., as directed. * Required to accept co-payments. * Handles, screens and/or takes messages related to prior authorizations, * provider questions. * Acts as "Super User" for scheduling, registration and billing systems. * Provides assistance and training to others in these areas. * May perform more complex or specialized functions (i.e. scheduling, schedule changes/blocking) at more advanced competency level. Responsibilities 1. Performs all aspects of patient scheduling which includes entering complete information, booking appropriately the disposition of all appointments, confirming patient visits, and inputting necessary data. This includes booking of interpreters when needed. 2. Operates multi-line telephone consoles for ambulatory rehab department (PT, OT, SLP). 3. Screens calls and provides information to callers, records, and transmits messages, or directs call to triage therapist and/or appropriate individuals. Returns follow up calls as indicated. 4. Prepares, organizes, and distributes all appropriate patient reported outcome measures. 5. Correctly identifies issues related to insurance/registration and cordially directs patients when changes are indicated. 6. Appropriately identifies problems/opportunities that impact on clinical schedules and service availability to the triage supervisor. 7. Receives files and/or distributes incoming mail and insurance approvals. 8. Scans all department related forms including written physician referrals and Medicare Certifications into EPIC and manages MD reconciliation in EPIC. 9. Schedules appointments, utilizing the computer's clinical information scheduling option, for multiple ambulatory EPIC departments within Rehabilitation Services. Organizes schedule for multiple clinicians. 10. Maintains various lists and records such as triage and walk-in referrals and beeper numbers, as directed. 11. Organizes and maintains appropriate inventory of office supplies in the department. 12. Arrives, cancels, or no-shows all daily visits in EPIC. 13. Manages pre-scheduling program of post-op patients, research patients, and walk-ins. 14. Assists in training of new clinical and front desk staff in regard to scheduling and front desk duties. 15. Assists managed care coordinator with assigned tasks. Fills in for managed care coordinator in their absence. 16. Demonstrates effective interpersonal skills in all interactions with public, staff, patients and families and caregivers. Is always polite and courteous. Understands how to de-escalate tense situations and ask for assistance when needed. 17. Maintains all provider scheduling templates and adjusts in a timely fashion as needed. 18. Performs all check-out functions, including scheduling follow-up visits within the rehabilitation department. 19. Daily monitoring and execution of the eReferral work queue for their respective rehabilitation clinic. This includes scheduling referral appointments from the work queue. Also, work to ensure all the BWH expectations are met with scheduling referral appointments and linking referrals. 20. Provides support and information to patients and providers to problem solve and manage complex administrative and patient issues. 21. Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines. 22. Understands HMO, Managed Care, and other Third-Party Insurers. 23. Understands financial services and self-pay resources and provides patients with information as needed. 24. Works on special projects as directed. 25. Performs all other duties & tasks as assigned. Qualifications Education * High School Diploma or Equivalent required. Can this role accept experience in lieu of a degree? No. Experience * Office experience 2-3 years required. Language: * Spanish language proficiency preferred. Knowledge, Skills and Abilities * 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 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. Additional Job Details (if applicable) Physical RequirementsStanding Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote Type Onsite Work Location 70 Francis Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $17.71 - $24.94/Hourly Grade 3 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io. Mass General Brigham Competency Framework At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.