Sr Administrative Assistant - Boston, United States - Brigham & Women's Hospital(BWH)

Description

Job Description - Sr Administrative Assistant - Urology Surgery - Hybrid

Reporting directly to the surgeon and Administrative Manager, the Senior Administrative Assistant provides one-to-one clinical patient care and administrative support to the Urological Surgeon and their practice. This role requires all duties and responsibilities to be performed at the highest proficiency related to the physician(s) day-to-day clinical practice operations.

The ideal candidate works well independently and as part of a team. This position requires independent thinking, multi-tasking, attention to detail, extensive phone communication, and strong patient empathy. Working with minimal supervision and guidance, possesses knowledge of office routine and workflow, machines, information-sharing systems, as well as an understanding of the organization, programs and procedures related to work in the Division of Urology.

This candidate will work collaboratively among all main campus and satellite clinics Urology may have a presence, and/or ambulatory clinics including Brigham and Women's Hospital, Brigham and Women's Faulkner Hospital, BWH/MGH Health Center Foxboro Center Care, BWH Pembroke Health Center, and Dana-Farber Cancer Institute.

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

· 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.

This job description includes:

· General expectations for the position

· Addendum A – BWH Behavioral Competencies

· Addendum B – Job Specific Tasks and Responsibilities

· Addendum C – Physical/Working Conditions

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Surgeon's Practice Responsibilities:

• Manages all aspects of patient care including but not limited too; scheduling of clinic appointments, specialized testing, booking surgical cases in the operating room, managing prescription requests, messaging through the patient portal, documenting in the organization's EPIC electronic medical record.
• May be responsible for scanning outside documents for inclusion in patient's EPIC record.
• May be required to distribute patient notes to appropriate physicians and agencies as necessary.
• Serves as liaison with patients, colleagues, and other hospital departments and administrators through various communication modalities.
• Ensures that patient concerns are addressed and followed up by the appropriate personnel within the department in a time-sensitive manner.
• Composes routine correspondence to patients and physicians, extracting basic to more complex information from patient records.
• Serves as the practice primary repository of information and first point of contact for patients, clinical and other hospital administrative personnel.
• Answers all incoming patient calls, triage the message, and facilitates the need of the patient; directs all medically related questions to the appropriate clinical staff, scheduling appointments, etc.
• Manages patient prescription requests and routes request to appropriate personnel.
• May be responsible for communicating procedure preparation instructions to patients both verbally and electronically or by mail.
• Ensures that patient concerns are addressed and followed up by the appropriate personnel within the department in a time-sensitive manner.
• Responsible for daily communication to the surgeon's practice through EPIC, Outlook, Patient Gateway (patient portal), various clinical and administrative Departments of BWH, as well as other medical facilities.
• Monitors and maintains EPIC In-basket messages, prescription/imaging requests and other functionalities as necessary.
• Prepares for weekly clinics by organizing clinic medical record needs in line with physician preferences.
• Schedules patient's diagnostic and follow-up laboratory and radiology testing and follow up appointments as assigned through EPIC In-basket.
• May be responsible for scheduling referrals assigned by the Patient Access Center.
• Responsible for monitoring provider's schedules and rescheduling patient appointments accordingly for smooth clinics.
• Responsible for surgeon's radiology queue, resulting in scheduling images from radiology queue as needed.
• May be responsible for mailing out copies of patient visit notes, pathology reports, radiology results, etc. to all referring and coordinating physicians according to HIPPA and Department guidelines for physician(s) per request.
• Responsible for prioritizing tasks as needed depending on workload.
• Works as a team member with all staff in the department to ensure smooth daily operation of the department, including participation in staff or faculty meetings, taking minutes, preparing agendas.
• Works as a team to cover other practices during absences, vacations, etc.
• Responsible for scheduling all physicians' surgeries at the main campus, Faulkner Hospital, or other ambulatory surgical sites, as well as ensuring that all pertinent testing and pre/post-operative appointments are scheduled accordingly.
• May collect, compile and forward co-payment/payment/reimbursement documentation to appropriate internal parties.
• May serve as point of person for the patients, vendors, insurance companies around any billing concerns.
• Responsible for the management of placing the surgeons' cases in the Department Centralized Billing Calendar to obtain prior authorization for all procedures as necessary.

Additional General Duties as Assigned:

• Manages the provider Outlook calendar with regards to day-to-day schedules.
• Responsible for coordinating the surgeons' meetings, conferences, etc.
• May be responsible for booking travel arrangements to conferences, meetings, annual conferences.
• May be asked to assist with training and orienting new staff as needed.
• Provide cross coverage as needed by Department policy
• May assist with special projects as directed.
• May be responsible for facilitating and completing additional paperwork requirements for patients such as work letters, leave requests, FMLA, etc.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• Other duties, as assigned.

Education Center Assignments

· Working directly with the Education Program Manager and the providers across the department

· Managing white coats for physicians including sizing, updating names and titles on coats as needed

· Serving as the point person for education related deliveries including white coats, patient education pamphlets and other items that enter the department.

· Department Website management including updating the site as staff and MDs enter and exit the department.

· Manage the Twitter and social media for the department to update on news, conferences, research matters.

· Creating, updating and managing patient education packets and pamphlets

· Maintaining and updating PowerPoints for clinical use

Other duties, as assigned.

QUALIFICATIONS:

· Master's degree preferred

· Bachelor's degree required; equivalent work experience will be considered.

· 1-3 years of prior administrative experience in a health care setting.

· Knowledge of Microsoft Outlook, Word, Excel, and PowerPoint

· Ability to prioritize work, meet deadlines, and function efficiently in a fast-paced environment under pressure.

· Ability to use discretion in confidential matters.

· Ability to read, write and articulate in English is required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Technical skills required:

Knowledge of practice operations and standards.

Understanding of procedures including filing, copying, scanning, printing, and faxing.

Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.

Organization Skills: Strong organizational, coordination and judgment skills. Ability to prioritize effectively. Ability to manage multiple tasks effectively, following established protocols, and work within systems.

System Skills: Advanced computer skills. Ability to use all applicable applications at highest competency level.

Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.

Advanced understanding and use of medical terminology.

Advanced 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.

ADDENDUM A:

BWH Behavioral Competencies

1. People: Focus on serving the community through collaboration and respect

Inclusiveness

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.

1. Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles

2. Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments

3. Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.

1. Practice active listening skills

2. Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles

3. Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience

4. 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 other areas, teams, departments, units, or organizations to help achieve organizational goals.

1. Take initiative to support others and build productive relationships that will lead to a cohesive workplace

2. Interact effectively with other team members, departments and customers to accomplish organizational goals

Organizational Awareness

Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

1. Support and respect BWH's mission, vision, values and history

2. Understand and recognize how your individual role and department impacts the organization

2. Self Management: Accountability, professionalism and commitment to growth and development

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

1. Support and positively participate in organizational and/or job specific changes

2. Initiate appropriate action when change is needed

3. Be flexible and open to new ideas

4. Adapt to shifting priorities

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Learning Oriented

Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.

1. Demonstrate openness to learning from successes and failures

2. Recognize and participate in learning opportunities

3. Seek and share best practices

Professionalism

Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.

1. Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures

2. Align behavior with the organizational mission and values

3. Practice respect in accordance to the BWH standards

4. Demonstrate responsibility, reliability, and trustworthiness

3. 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 while avoiding risks.

1. Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)

2. Adhere to established policies and procedures

3. Take action to prevent errors

4. Identify and report adverse events, errors and incidents

Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.

1. Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes

2. Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role

Problem Solving

Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.

1. Recognize actual and potential problems and take appropriate action towards a solution

2. Offer assistance, as needed, when a potential problem situation is observed

3. Use good judgment to keep manager informed of problems or issues, following department practice

Service Excellence

Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.

1. Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:

2. .Engage with positive greetings and active listening

3. Empathize by expressing understanding

4. Educate throughout the information exchange

5. Enlist thoughts and ideas from others

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4. General/Administrative Support: (required of all Administrative Support employees)

Information Gathering

Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.

1. Identify specific information needed to clarify a situation or to make a decision

2. Probe skillfully to get at the facts

HOSPITAL WIDE RESPONSIBILITIES:

These are required of all staff, regardless of position. Do not remove these standards. Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.

: MA-Boston-BWH Boston Main Campus

BWH Boston Main Campus

75 Francis St

Boston 02115

: Administrative Support

: Brigham & Women's Hospital(BWH)

: Full-time

Standard Hours: 40

: Day Job

: Regular

Recruiting Department: BWH Surgery

: May 30, 2024