GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.
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 your department and the organization.
This job description includes:
* General expectations for the position
* Addendum A - BWH Behavioral Competencies
* Addendum B - Job Specific Tasks and Responsibilities
* Addendum C - Physical/Working Conditions

THIS IS AN ONSITE POSITION

PRINCIPAL 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.
Actual job duties may vary by department (see Addendum B for more detail)
- Perform administrative duties under minimal supervision at the highest proficiency level.
- Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and
orientation, and provide backup support for the Supervisor.
- Provide guidance and help to other to resolve complex issues and problems.
- Provide feedback to Supervisor and input into evaluating performance of staff. Assist with annual
competency assessments.
- Assist Supervisor with interviewing for new staff.
- Assist with orientation and training for new and current staff.
- 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.
- 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.

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)
Level of education required:
- Minimum of a high school diploma or GED.
Work experience required:
- Minimum three years medical office or administrative support experience required.
- Some additional training in office systems or other post high school education preferred.
- Associate's Degree or higher level education preferred, but not required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related
to the essential functions of the job.)
Technical skills required:
- Knowledge of practice operations and standards.
- Understanding of procedures including filing, copying, scanning, printing, and faxing.
- Highly proficient in all communication skills (phone, verbal and written). Ability to handle
sensitive information and situations with poise and professionalism.
- Organization Skills: Strong organizational, coordination and judgment skills. Ability to prioritize
effectively. Ability to manage multiple tasks effectively, following established protocols, and
work within systems.
- System Skills: Advanced computer skills. Ability to use all applicable applications at highest
competency level.
- Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best
course of action within established guidelines.
- Understanding of the appropriate use and importance of related forms.
- Advanced understanding and use of medical terminology.
- Advanced comprehension of insurance types and referral process.
- Advanced 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.

BWH Behavioral Competencies (required of all employees)
1. People: Focus on serving the community through collaboration and respect
Inclusiveness
Definition: Maintain an environment where individuals value and respect differences in all situations.
Stand firm against intolerance and bias to create a welcoming environment and respect all individuals
regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability,
religion, socio-economic status, or national origin.
a) Work effectively with others who have diverse perspectives, talents, roles, backgrounds
and/or styles
b) Contribute to a positive team environment where differences are respected, supported and are
free from stereotyping and offensive comments
c) Be professional when approached about behaviors that might be perceived as disrespectful
Open Communication
Definition: The ability to effectively articulate and receive information in a clear, concise and timely
manner.
a) Practice active listening skills
b) Foster and maintain an environment that respects open dialogue, differences of opinion, as
well as diverse communication styles
c) Ensure that information is shared in a clear, accurate, and timely manner using the appropriate
communication method for your audience
d) Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic
communication
Building Collaborative Relationships
Definition: Identifying opportunities and taking action to build relationships between one's area and other
areas, teams, departments, units, or organizations to help achieve organizational goals.
a) Take initiative to support others and build productive relationships that will lead to a cohesive
workplace
b) Interact effectively with other team members, departments and customers to accomplish
organizational goals
Organizational Awareness
Definition: Understand how one's own work affects the organization as a whole and demonstrate a
commitment to the organizational goals.
a) Support and respect BWH's mission, vision, values and history
b) Understand and recognize how your individual role and department impacts the organization
2. Self Management: Accountability, professionalism and commitment to growth and development
Embracing Change
Definition: Demonstrate adaptability and openness to organizational changes needed to improve
effectiveness and goals.
a) Support and positively participate in organizational and/or job specific changes
b) Initiate appropriate action when change is needed
c) Be flexible and open to new ideas
d) Adapt to shifting priorities
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Learning Oriented
Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast
of new tools and methods, rising to add value and build challenge in current assignments.
a) Demonstrate openness to learning from successes and failures
b) Recognize and participate in learning opportunities
c) Seek and share best practices
Professionalism
Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at
all times.
a) Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures
b) Align behavior with the organizational mission and values
c) Practice respect in accordance to the BWH standards
d) Demonstrate responsibility, reliability, and trustworthiness
3. Organization: A commitment to quality, service and exceptional performance
Quality and Safety Focus
Definition: Responsible for meeting standards of performance or outcomes in a safe manner while
avoiding risks.
a) Align job performance with quality and safety standards (e.g. The Joint Commission, BWH
and department specific standards)
b) Adhere to established policies and procedures
c) Take action to prevent errors
d) Identify and report adverse events, errors and incidents
Efficiency and Performance Improvement
Definition: Systematic approach to improve performance by eliminating waste, non-value added activities
and variability in processes.
a) Participate in process and performance improvement by identifying, analyzing, and enhancing
existing processes to achieve better outcomes
b) Maximize available resources to achieve performance measures; reduce waste, rework, and
work-arounds consistent with one's role
Problem Solving
Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action;
and if necessary develop alternative courses of action.
a) Recognize actual and potential problems and take appropriate action towards a solution
b) Offer assistance, as needed, when a potential problem situation is observed
c) Use good judgment to keep manager informed of problems or issues, following department
practice
Service Excellence
Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed and
unexpressed needs or expectations of internal and external customers.
Apply service standards consistently to present a positive image of BWH to colleagues, health
providers, patients, families, and visitors:
a) Engage with positive greetings and active listening
b) Empathize by expressing understanding
c) Educate throughout the information exchange
d) Enlist thoughts and ideas from others
4. General/Administrative Support: (required of all Administrative Support employees)
Information Gathering
Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.
a) Identify specific information needed to clarify a situation or to make a decision
b) Probe skillfully to get at the facts