Reporting to the BWPO Director, the Project Assistant for Virtual Care will provide administrative and technical support to local practices for the Brigham Health Virtual Care program. The Project Assistant will be expected to learn and become an expert user of the SBR health software, future video software, and have strong customer service skills to coordinate with patients to ensure they are prepared for their first Virtual Visit with their providers, including the completion of patient test visits. This person will be responsible for answering incoming calls and emails related to patient and provider technical issues, responding to urgent pages, understanding and teaching scheduling and operational workflows, and learning changes to virtual care billing and compensation procedures.
In addition, the Project Assistant will work with the Portfolio Managers and Director to develop training modules, deliver on-site trainings to various levels of clinical and administrative staff, act as a first point of contact for questions regarding the software, and work with the Partners IS team to communicate and escalate issues promptly.
This individual will work with physicians, practice managers, practice staff (including, but not limited to administrative assistants, MAs, LPNs, etc.), patients, Partners IS team and the Virtual Care Executive Director to support the goals of the Virtual Visits and Consults Programs.
Additionally, the Project Assistant will also support other tasks related to virtual care, such as supporting remote monitoring programs, pulling reports, creating meeting content, supporting EHR-based virtual care, and other needs as identified by the portfolio managers, director, and executive director.
Responsibilities include, but are not limited:
Conduct patient test calls to prepare patients for their virtual visits
Responsible for working with primary care and specialty practices to establish virtual visits and prepare scheduling access for providers and administrative staff
Responsible for working with Brigham Health specialists and external hospitals to establish virtual consults program
Develop and maintain all program documentation, including training materials, in collaboration with Director and Executive Director.
Conduct training for providers and administrative staff on the implementation process and video software.
Act as a first point of contact for end users to troubleshoot issues and escalate to the team leadership and/or Partners IS as needed.
Track and communicate regular updates to Director and Executive Director about the progress of roll-out and trainings.
Complete monthly data analysis.
Manage the Brigham Virtual Care Inbox and central phone line and escalate issues as needed to other members of the team.
Support patient remote monitoring and other virtual care efforts as needed
Other duties, as assigned by Director and/or Executive Director.
Proven track record in delivering outstanding customer service
Experience with Microsoft Office products
Experience with training people at different levels of an organization preferred
Previous work experience, especially in a healthcare setting, preferred
Bachelor s degree, required.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Motivated and independent individual to work directly with physicians, practice staff, and senior administrative staff
Advanced organizational skills
Ability to learn new tools quickly
Exceptional interpersonal and communication skills, both written and oral
Excellent interpersonal skills with individuals at all levels within the organization
Ability to work independently and to appropriately prioritize work
EEO Statement Brigham and Womens Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
Primary Location: MA-Needham-BWH Needham Work Locations: BWH Needham 254 Second Avenue Needham 02492 Job: Admin/Clerical/CustService-Other Organization: Brigham & Women s Physicians Organization(BWPO) Schedule: Full-time Standard Hours: 40 Shift: Day Job Employee Status: Regular Recruiting Department: Brigham & Women s Hospital Job Posting: Jun 25, 2019