Patient Coordinator, Endoscopy Call Center

Brigham and Women's Hospital is committed to putting every Patient First. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women's Hospital. Our service will be distinguished by the delivery of high-quality and safe patient care, respect and dignity in all interactions with patients, families and colleagues and by customer service excellence.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self-Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of the department and the organization.

The Endoscopy Patient Coordinator provides assistance in a number of different areas as it relates to seeing through a successful scheduling, authorization, and completion of an appointment in Endoscopy .  This includes ensuring any complicated or last-minute add-ons have prior authorization obtainment (including record collection and initiation of prior auth requests when access admissions is unable to complete), ensuring record collection and outside image upload, referral requests, and other associated duties that are clerical in nature, but require some basic clinical understanding and ability to navigate the patient chart.

• Primary Patient Coordinator for Endoscopy programs.  Assist with appointment creation, schedule coordination of multiple providers, record retrieval, etc.
• Coordinate COVID testing and Weiner Center pre-ops for cases requiring them.
• Assist with and/or lead prior authorization obtainment when access / admissions department is unable to.  This could be in any of the following situations (but not an exhaustive list)
  • Request authorization at outset when basic clinical knowledge needed
  • Referral needed
  • Additional outside records needed - added to chart and sent to payor

• Obtain prior authorizations for scheduled endoscopies that need them by calling / conversing with insurance companies for patients they are associated with in collaboration with the Billing Coordinator.
• Manage Endoscopy schedule and required reschedules.
• Manage appointment waitlist/"depot."
• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Utilize knowledge of HMO's, managed care and other third-party insurers, and troubleshoot insurance issues as appropriate.
• 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.

 Level of education required:

• Minimum of a high school diploma or GED
• College degree preferred

Work experience required:

• Minimum one-year applicable work experience required.
• Basic clinical understanding and ability to navigate patient chart for previous medical history, diagnoses codes, procedures performed.
• Some additional training in office systems or other post high school education preferred.

• Experience with (preferred), or aptitude shown within three months for the following systems:
  • Epic patient scheduling
  • Epic patient work queues
• Ability to speak confidently and concisely with multiple stakeholders - from patients to ordering providers, to insurance companies, to other hospital staff
• Knowledge of practice operations and standards.
• Understanding of procedures including filing, copying, scanning, printing, and faxing.
• Phone skills: Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
• Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
• Organization Skills: 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.
• Writing Skills: 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.
• System Skills: Ability to type accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level.
• Understanding of the appropriate use and importance of related forms.
• Intermediate understanding and use of medical terminology.
• Intermediate comprehension of insurance types and referral process.
• Intermediate 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.
• Desk setting
• Phone, Fax, Workstation or off-site tools dedicated to role
• Phone call use is significant (2-4 hours per day on average)
  • Phone Head set available for use