Patient Access Coordinator,40hours, Days,Remote, 221 Longwood Ave
Brigham & Women's Hospital(BWH)

1. Answers incoming telephone calls in a timely fashion. For routine matters, respond directly to patient/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, and directions. Ensure that patients' questions are appropriately answered and/or that appropriate follow-up is provided.

2. Abides by Meaningful Use and practice specific requirements by ensuring all required demographic and insurance information is accurately collected and/or updated.

3. 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 expresses concern with the wait times for an appointment, offer to investigate other scheduling opportunities. Work physician wait lists and cancellation (bump) lists as required.

4. Establish appropriate expectations related to the visit. Ensure patients are provided with all necessary pre-visit information and instructions. Provide patients with financial information, including fee information, as requested. This includes co-pay information and payment policies. For more complicated insurance or billing questions and for financial counseling, refer patients to an appropriate financial counselor or BWH/BWPO Patient Liaison. Inform patient if we are a nonparticipating provider with their insurance carrier.

5. 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 opening and closing templates, faxing, management of Prior Authorizations and PT1 transportation forms.

6. Appropriately manage Practice Gateway Messages. In accordance with Practice protocols. Routinely checks Patient Gateway to insure messages are answered in a timely manner. This includes reviewing each message to determine the patients need (e.g.: appointment, prescription renewal, message to provider etc.) and either handles the request or forwards the message via Clinical Messaging when appropriate.

7. Function as a front desk Practice Assistant II (Meaningful Use and check-in/check-out responsibilities etc.) when required. Competently perform all duties and responsibilities indicated in the front desk Practice Assistant II job description.

8. 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.

Qualifications
• Minimum one year applicable work experience required
• Some additional training in office systems or other post high school education preferred
• Successful completion of BPOT and customer service training, within the 90-day probationary period.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

• Exceptional interpersonal skills, including the ability to establish and maintain effective relationships with patients, physicians, management, staff, and other customers.
• Demonstrated customer service skills, including the ability to use appropriate judgement, independent thinking and creativity when resolving customer issues.
• Ability to effectively handle challenging situations and to balance multiple priorities.
• Excellent verbal communication skills.
• Able to communicate effectively in writing.
• Ability to use personal computers and select software applications.
• Working knowledge of physician billing, third party insurance, referral requirements, and multi-line telephones required within probationary period.