Job Title

• As part of the Urgent Triage team, answers all incoming calls, e-Referrals via EPIC and electronic messages from providers and patients seeking Mental Health services, timely, consistently, and exhibiting courtesy and compassion. • Verifies patient demographics and insurance information at the beginning of each call. If there is an update required, transfers the caller to the Patient Service Center at the conclusion of the call • Assesses referred patients to determine appropriate level of care, consulting with other members of the Urgent Care triage team as needed. Performs preliminary acuity/risk assessment. Directs patients with emergent needs to ED settings, and patients with less urgent needs to appropriate outpatient setting. • Schedules all new and return patient appointments as clinically appropriate. • Provides direction for those scheduled appointments, ensuring correct date/time, location, and visit expectations are set including those related financial matters and sending new patient brochures. • Performs and documents all triage and coordination interactions in Epic and by BWH and Department procedures. • Proactively reviews cancellation and waitlist to ensure optimal scheduling. • Adjusts templates and daily schedules as needed; add clinical time to physician's schedules to accommodate patients as needed. Cancels and reschedules appointments as requested and works physician's bump list as required. • Maintains a statistical database on referrals. • Maintains confidentiality and complies with professional ethics according to experienced and Departmental standards. • Coordinates and participates in daily huddles and monthly meetings. This work includes creating agendas and following up on action items as needed. • 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 faxing and mailing of letters. • Accurately performs the intake process using two patient identifiers, this includes checking vital signs, blood pressure, height, and weight. Documents all results into Epic. • Performs medication reconciliation following BWPO and BWH standards; this includes reviewing the patient's medication list, allergy, and smoking status and documenting/updating as needed. • Enters prescription renewal requests in Epic using the prescription renewal queue making sure to enter all pharmacy information and medication names in coded format. • Ensures PROMS and practice-specific paperwork are completed, and helps complete them if necessary. • Review practice policies and procedures with new patient • Performs patient education around virtual visits. • Managed the prescription renewal line, ensuring all patient requests were handled on time. This includes management of prior authorizations. • Enters Requisite Lab Orders as detailed in protocols. • Provide backup support for Practice Assistant II positions (i.e., call center and front desk activities) when required. • All other duties as assigned. Qualifications QUALIFICATIONS: High school diploma or GED required; post-high school education preferred. Minimum one year of applicable work experience required. Additional training in office systems preferred. SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: Knowledge of practice operations and standards. Understanding of procedures including filing, copying, scanning, printing, and faxing. Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information. Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate in a professional, courteous, clear, and concise manner. Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems. Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo, or interoffice note) and to take complete and accurate messages. Ability to type and enter data at an entry level. Entry level understanding of applicable systems. Understanding of the appropriate use and importance of related forms. Basic understanding and use of medical terminology. Basic comprehension of insurance types and referral process. Basic comprehension of registration 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. 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 judgment, 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 CONDITIONS: Hospital based ambulatory practice. Normal patient environments where there are some exposures to communicable diseases, unpleasant odors, needle, and blood products. HOSPITAL WIDE RESPONSIBILITIES: 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. EEO Statement 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.