Answers all incoming calls, e-Referrals and electronic messages via Epic and Outlook 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 psychiatry department social work and MD staff as needed. Performs preliminary acuity/risk assessment. Directs patients with emergent needs to ED settings, and patients with less urgent needs to appropriate outpatient settings.
Act as the clinic Liaison for sup-specialty clinics; this work includes attending monthly meeting and relaying updates and changes to the Operation Supervision and the call center team.
Assesses appropriateness of referral for services available at BWHC clinical sites
Schedules all new 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 in accordance with BWH and Department procedures.
Proactively reviews all BWHC ambulatory settings for specialties and resources to ensure.
appropriate appointment allocation/scheduling services
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 confidentiality and complies with professional ethics according to professional and Departmental standards.
Facilitates the appropriate and efficient use of hospital and community resources.
Obtains Medical Records for Specialty Services (e.g.: WMH and Neuropsychiatry)
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
Reviews and documents allergy and smoking status
Performs medication reconciliation following BWPO and BWH standards; this includes reviewing the patient's medication list 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, helps complete them if necessary
Function as a front desk Practice Assistant II (check-in/check-out responsibilities etc.) when required. Competently perform all duties and responsibilities indicated in the front desk Practice Assistant II job description.
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

• Education required: High School Diploma or GED
• Associate's or Bachelor's degree preferred.
• Graduate of an accredited Medical Assistant Certificate Program preferred.
• Experience in healthcare setting preferred.

SKILLS/ABILITIES/COMPETENCIES REQUIRED

Clinical Skills:

• Knowledge of practice operations and standards.
• Beginning to intermediate knowledge and use of medical terminology.
• Ability to accurately perform vital signs and obtain pertinent health information including but not limited to; temperature, pulse, respirations, blood pressure, height, and weight.
• Ability to participate in the medication reconciliation processes and related prescription management tasks, including prior authorizations.
• Knowledge and ability to perform specific procedures and tests as appropriate to the clinical setting.

Communication skills:

• Demonstrates effective oral and written communication skills in English. Communicates in a professional, courteous, clear and concise manner. Facilitates therapeutic relationships between patients, families and other members of the health care team.

Writing Skills:

• Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo or interoffice note, documentation of patient information) and to take complete and accurate messages.

Phone skills:

• Ability to telephonically support the practice by answering and screening calls, offering information within scope of practice to facilitate communication.

Organizational Skills:

• Ability to manage work processes in a neat and systematic way. Ability to manage multiple tasks effectively, appropriately prioritize clinical work, follow established policies, procedures and clinical practice guidelines, workflows,

Technology Skills:

• Demonstrates ability to utilize technology in the clinical setting. Includes basic computer skills as well as the utilization of electronic medical equipment. Ability to type accurately and enter data at an intermediate level. Ability to become proficient in using the EHR and other appropriate applications. Ability to utilize hand-held technology and download related data to the electronic health record.