Medical Office Assistant

Practice Assistant - radiation/ocology

100% Onsite at 75 Francis St

Practice Assistant for a Leave of Absence, need

until about spring 2025 (possible temp to perm if the right candidate)

Flexible Schedule: 7:15am-5:45pm M-F, depends on needs of the business for that day

Pay Range: $23-$26 depending on experience

OHS Requirements: Covid 19 primary vaccine, TB test, Hep B, MMR, Varicella, Flu (when in season)

Parking: No free parking, will either have to park in garage for a fee, or take public transit and use BWH shuttles to get to campus

The Practice Assistant II position is responsible for the day-to-day patient and customer interactions within practices and/or locations of the Department of Dermatology. Working under the direction of the Practice Manager and/or Practice Coordinator, the Practice Assistant II is the main frontline contact and will interact with customers in person, by telephone and/or electronically. Since the role has significant impact on patient care, patient satisfaction, clinical operations and clinical revenue, the position requires outstanding customer service skills, attention to detail and having the appropriate technical skills to meet the job requirements in a timely and accurate manner. Directly reports to Practice Manager and indirectly reports to Practice Coordinator, Lead, and

other Practice Managers.

JOB SPECIFIC DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

The following duties and responsibilities are comprehensive. While the Practice Assistant II will be expected to have a working knowledge of these duties and responsibilities, the overall efforts for each will vary based on daily practice operational needs, staffing, location and specific functions. Other duties may be assigned.

1. Assume primary responsibility for scheduling patient appointments per BWH, Dermatology and practice specific standards and guidelines.

· Ensure customer satisfaction by appropriately managing the appointment schedule and access to clinical services.

· Work closely with physicians to ensure scheduling of patient appointments is done in accordance with physician preferences and templates.

· Verify patient’s identity using 2+ identifiers when scheduling and during check-in process. Verify

patient’s appointment time and physician.

· Maximize EPIC application features by accessing all available scheduling data and resources. Use in a manner that supports optimal access, appropriate appointment arrangements, and thorough documentation of relevant requirements. Obtain all necessary information to ensure patient is scheduled with the most appropriate physician.

· If next available appointment exceeds a reasonable timeframe (as established by practice), offer to

investigate other scheduling opportunities. Work with other practice staff, physicians and practice management to determine other options that could provide patient with an earlier appointment. Follow-up with the patient or referring physician’s office as appropriate.

· Coordinate and schedule all appointments with interpreter services as necessary. Coordinate interpreter services or language line representatives into patient phone calls to provide high quality service to patients who require interpreting services.

· Cancel and reschedule appointments as requested. 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 coordinating appointment wait lists.

· Coordinates physician cancellation (reschedule) lists as required. Ensure outbound calls or other

communications are documented on patient’s appointment record in EPIC.

· Monitor appointment reminder reports and follow-up as appropriate, including making reminder calls in accordance with Dermatology and practice guidelines.

· Ensure that patient questions are appropriately answered and/or that appropriate follow-up is provided.

· Ensure appropriate new patient and referring physician communications are done per Dermatology and practice.

· Send new patient communications and related materials to patients in advance of scheduled appointment.

· Process and monitor appointment requests via e-Referral appointment requests per BWH, Dermatology and practice-specific guidelines.

· Process and monitor appointment requests via external and/or patient-directed applications (i.e. Fast Pass, Direct Scheduling, ZocDoc, etc.) per BWH, Dermatology and practice-specific guidelines

2. Answer incoming telephone lines in a timely and professional manner using Dermatology and practice standard greeting.

· Adhere to relevant BWH and Dermatology service standards related to telephone access to ensure

patients, referring physicians, and other customers can access the practices in a timely manner.

· For practices using a call center system, adhere to Dermatology and practice standards related to amount of time logged in as an agent and amount of time available for taking calls.

· Adhere to standards related to placing calls on hold and transferring calls.

· Adhere to standards related to voicemail and the management of internal lines.

· Respond to telephone messages within established timeframes.

· Appropriately manage all calls, either by working with the customer or by referring the call to the

appropriate party. For routine matters, respond directly to customer inquiries without referring the caller elsewhere. This includes responding to inquiries related to the availability of appointments, scheduled appointment dates and times, parking, directions, and general information about BWH or other Dermatology practices.

· Respond to all electronic communications from patients, staff members, physicians and outside referral sources. These communications include but are not limited to emails, patient portal messages and by fax.

3. Warmly greets all patients, customers and visitors into practice.

· Arrives patient in EPIC.

· Alert clinical support staff of any special needs or special attention needed for arriving patient, including fall risk or patients with special needs or services.

· Coordinates patient arrival with interpreter services department as necessary.

· 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.