Practice Assistant II

Brigham and Women's Hospital Call Center Bilingual Position

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.

We are looking for someone with call center experience that is bilingual in Spanish and English. Brigham and Women's Hospital is dedicated to 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, and educating the next generation of health care professionals. Brigham and Women's Hospital is committed to putting every patient first. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women's Hospital. Your work will be distinguished by delivery of high-quality and safe patient care, respect, and dignity in all interactions with patients, families, and colleagues and by customer service excellence. All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas: focus on serving the community through collaboration and respect, accountability, professionalism and commitment to growth and development, and a commitment to quality, service and exceptional performance.

Description:

• Answer incoming telephone lines in a timely fashion, using 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.
• 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 and the practice.
• Assume primary responsibility for scheduling patient appointments. Assist in increasing customer satisfaction by appropriately managing the appointment schedule and access to clinical services. Cancel and reschedule appointments as requested. To the extent possible, ensure that patients' and referring physicians' scheduling needs are accommodated.
• Assume primary responsibility for pre-appointment registration intake, ensuring that all required demographic and insurance information is accurately collected and/or updated.
• Establish appropriate expectations related to the visit, including those related to financial matters. Ensure that patients are provided with all necessary re-visit information and instructions.
• Knowledge of HMO's, managed care and other third-party insurers.
• All other duties as assigned.
• Excellent interpersonal skills. This position requires a great deal of initial contact with customers. Ability to work in a fast-paced environment. Ability to prioritize work in a very busy atmosphere. Ability to problem solve.

Qualifications:

• Minimum of high school diploma, GED or equivalent experience.
• Minimum 1-year applicable work experience required.
• Some additional training in office systems or other post high school education preferred.
• Ambulatory care experience a plus, but not required.
• Primary care experience a plus, but not required.
• Spanish speaker a plus. Call center experience a plus.

Additional Job Details:

• This position is 20% hybrid (1 day per week) after 6 months.
• Remote Type: Hybrid
• Work Location: 45 Francis Street
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)
• Pay Range: $17.71 - $24.94/Hourly

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.

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.