PRINCIPAL DUTIES AND RESPONSIBILITIES:

• • Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• • Act as a super user for scheduling, registration, and billing systems. Provide training and assistance to others in these areas.
• • May perform more complex or specialized functions (i.e. surgical scheduling) at highest competency level.
• • Utilize knowledge of HMO's, managed care and other third party insurers, and troubleshoots insurance issues as appropriate.
• • Assist with training and orienting staff as needed.
• • Provide cross coverage as needed.
• • Assist with special projects as directed.
• •Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• • Other duties, as assigned

GENERAL SUMMARY/ OVERVIEW STATEMENT:

• 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.

JOB SPECIFIC DUTIES AND RESPONSIBILITIES:
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.

• • Assume primary responsibility for scheduling patient appointments per 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.
• • 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.

#COMPAJ

Job Type: Full-time

Pay: $25.00 - $27.00 per hour

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work setting:

• Clinic
• In-person
• Outpatient

Ability to Relocate:

• Boston, MA: Relocate before starting work (Required)

Work Location: In person