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Psychiatry- Practice Assistant

Job ID 14653460


 BWFH Psychiatry offers a continuum of care that includes an Inpatient Psychiatric Unit, an Inpatient Addiction pod, Partial Programs in Addiction and Psychiatry, an Outpatient Suboxone Program and an Outpatient Psychiatry practice. This practice assistant position will support the ambulatory programs of the BWFH Psychiatry division including the Partials, ambulatory addiction and psychiatry.

1.Warmly greet and welcome all patients and other customers into the practice. Confirm/Arrive appointment in appropriate system. Inform patients immediately if there is an anticipated delay in maintaining the scheduled appointment time.
•For all patient appointments, verify the appointment time and provider, and notify the provider by arriving the patient in Epic.
•For any patient who does not have a scheduled appointment, work within the established practice protocols to determine how best to serve the patient’s needs.
2.Determine if a co-payment or additional financial activity is required
•Collect appropriate co-payment via Epic and provide a receipt.
•Place checks and credit card receipts in the practice designated, secure location.
•Educate patients about financial assistance plans when appropriate.
3.During the arrival process, distribute relevant institutional and practice specific forms, including such forms as Patient Information Verification form (face sheet), Medicare Non-covered Service Statement, HIPPA privacy notice and Patient Assessment forms. Request that forms be returned to the Reception desk upon completion, when appropriate.
•Requests that patients verify the accuracy of all demographic and insurance information on the IPAD. Identify patients who are not able to perform this task and offer to provide assistance.
4.Direct patients to the appropriate waiting area and provide a brief explanation of what they should expect. Monitor the waiting room and relate patient flow process to ensure that patients are appropriately served.
•When there are potential service or process breakdowns, attempt to remedy the situation. When this is not possible, immediately inform a member of the team who is able to quickly resolve the issue.
•Provide updates to patients and other customers regarding delays, including providing updates when the duration of a previously communicated delay has changed significantly.
•Maintain the waiting area throughout the day to ensure that its appearance meets appropriate customer service and safety standards.
•Ensure the patients’ questions are appropriately answered and /or that appropriate follow-up is provided.

5.Prepare for the following day’s or upcoming day’s patient visit by printing appointment schedules, reviewing the flag status of scheduled patients, and preparing forms and or other communication as indicated or necessary.
•Responsible for preparing the daily encounter forms including co-payments indication, insurance verification an eligibility through EDI, NEHEN, and WebMD.
6.Manage new patient communications
•Send new patient packets via email/mail in advance of scheduled appointment
7.Appropriately manage all calls and Practice Gateway Messages. Answers incoming telephone calls and Patient Gateway messages in a timely fashion, using the practice standard greeting and other telephone/written etiquette. For routine matters, respond directly to customer inquiries without referring the patient or customer elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWFH, BWPO and the practice. For Patient Gateway messages, forwards appropriate messages and prescription renewal requests to the provider via Clinical Messaging, making sure to attach correct patient and pertinent information as directed.
•Adhere to practice standards related to amount of time logged in, amount of time available for taking calls, and number of outbound calls.
•Adhere to relevant standards related to placing calls on hold and transferring calls.
•In accordance with Practice protocols, generate and distribute phone messages and Patient Gateway messages in a timely fashion. Take detailed Clinical Messages, do not transfer calls to the clinicians voicemail unless directed by the clinician to do so.
•In addition to utilizing available resources to address specific inquiries and concerns regarding general information such as parking, locations, and directions, make customers aware of resources that are readily available to them.
8.Assume primary responsibility for scheduling patient appointments. In accordance with departmental protocols, adjust templates and daily schedules as needed; add clinical time to physician’s schedules in order to accommodate the patient. Cancel and reschedule appointments as requested.
•If the next available appointment exceeds a reasonable timeframe (as established by the practice), or if the patient or referring physician expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work with the appropriate physician 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 clinician as appropriate.
•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’s cancellation (bump) list as required.
•Ensure that patients’ questions are appropriately answered and/or that appropriate follow-up is provided.
9.During the check-out process, assume primary responsibility for scheduling follow-up patient appointments. Coordinate other administrative activities related to follow-up ancillary services as needed.
•Review patient encounter forms, business cards etc. for indications that additional services required. For follow-up appointments in the practice, offer to schedule the appointment. Do not ask patient to call the office to schedule a follow-up appointment.
•Assist patients with other needs and inquiries, including those related to parking; way finding; hospitality; and general Practice, BWPO or BWFH information, etc.
•At the close of the encounter, thank every patient.
10.Performs and completes physician orders accurately and thoroughly. Responsible for performing various administrative and clerical duties required to support the clinicians on an as-needed basis including management of Prior Authorizations, Lab Slips and PT1 transportation forms.
•Demonstrates a strong work ethic by producing high quality work products and by consistently exhibiting reliability, loyalty, conscientiousness, and perseverance in carrying out responsibilities. Participate actively in the work environment in a way that fosters communication, teamwork, cooperation, flexibility and respect.
•Show willingness to adjust to changing situations and work assignments. Assume additional and/or modified responsibilities, as requested, in an effective and positive manner.
•For Prior Authorizations, Lab Slips and PT1 forms, ensures the correct form is captured for specific request/insurance company and completes demographic information prior to submitting to physician for completion. Faxes upon request
11.Responsible for communicating inventory needs and opening/closing functions. This would include communication of staples supplies, turning on/off lights, ensuring that photocopier and fax have paper etc.
12.Other duties as assigned.

Brigham and Women's Faulkner Hospital is a 171- bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum. Founded in 1900, Brigham and Women's Faulkner Hospital has a long history of meeting the health care needs of our patients by offering comprehensive care in a wide variety of specialties. At Brigham and Women's Faulkner Hospital, our world revolves around our patients and their families, which is why we’ve been nationally recognized for our best practices in patient care, safety measures and surgical outcomes. If you’re looking for more than a career, join Brigham and Women’s Faulkner Hospital. Our patients call it better care. Our employees call it home.


•High School Diploma requied
•College Education Preffered
•Staff adheres to all I C.A.R.E. Standards
•Staff adheres to all regulatory agencies such as DMH, DPH, The Joint Commission and CMS
•Staff adheres to all BWH/BWFH Hospital Policies and Procedures

EEO Statement

Brigham and Women’s Faulkner Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to an employee’s protected status, such as age, race, sex, color, ancestry, religion, national origin, physical or mental disability, veteran status, citizenship, gender identity or expression or sexual orientation.
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