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 1. Prepare for the following day or upcoming day’s patient appointments by reviewing the flag status of scheduled patients and preparing forms and/or other communications as indicated. This includes; co-payment indication, insurance verification, relevant department, Meaningful Use and institutional forms. 2. Warmly greet and welcome all patients and other customers into the practice. Ascertain whether the patient or customer has an appointment. 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 of the patients’ arrival via IDX arrival and Outlook email. • 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. 3. Determine if a co-payment or additional financial activity is required • Collect appropriate co-payment via IDX or BICs and provide a receipt. • Place cash, checks, and credit card receipts in the practice designated, secure location. • Verifies insurance information and directs patients to registration and or the Managed Care Coordinators at needed • Educate patients about financial assistance when appropriate. 4. During the arrival process, distribute relevant Meaningful Use, institutional and practice specific forms, such as the Patient Information Verification form, HIPPA privacy notice, New Patient Packet and rating scales. 5. 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. 6. Appropriately manage all calls, Practice Gateway Messages and the Prescription Renewal Line. Answers incoming telephone calls and Patient Gateway messages in a timely fashion. For routine matters, respond directly to customer inquiries without referring the patient or customer elsewhere. For Patient Gateway messages, forwards appropriate messages and prescription renewal requests to the provider via Clinical Messaging, making sure to attach the correct patient and pertinent information as directed. Checks the Prescription Renewal Line throughout the day following the department guidelines. • In accordance with Practice protocols, generate and distribute phone messages, Patient Gateway messages and prescription renewal requests in a timely fashion. Take detailed Clinical Messages and does not transfer calls to the clinician’s voicemail. 7. Assume primary responsibility for scheduling patient appointments. In accordance with departmental protocols, adjust templates and daily schedules as needed. 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. 8. During the check-out process, assume primary responsibility for scheduling follow-up appointments and completing Meaningful Use activities. • Print and distribute Visit Summary Reports at the close of every visit • Assist patients with other needs and inquiries, including those related to parking; way finding; hospitality; and general Practice, BWPO, or BWH information. • At the close of the encounter, thank every patient. 9. 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 and PT1 transportation forms 10. 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. 11. Oversight and management of common areas, waiting rooms, and front desk areas to insure cleanliness. Qualifications Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience No experience required Knowledge, Skills and Abilities - Must be reliable and punctual. - Good time management skills. - Strong oral communication skills. - Ability to take and follow direction. - Willingness to learn. Additional Job Details (if applicable) Physical Requirements Standing 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 221 Longwood Avenue Scheduled Weekly Hours 0 Employee Type Per Diem Work Shift Day (United States of America) Pay Range $17.36 - $23.80/Hourly Grade 2 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: 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 (857)-282-7642. 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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.