Job description
SUMMARY:
Assists in call triage for Infectious Disease Consult service. Follows algorithm for Consult Service providing exceptional customer service.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Consistently applies the Brown Medicine values of patient care priority, dignity, collaboration, integrity and quality in support of the Brown Medicine mission to deliver compassionate, high-quality patient care, research excellence and outstanding physician education. Is responsible for knowing and acting in accordance with the Brown Medicine Compliance Program and Code of Conduct.
Customer Service
Consistently practices the Brown Medicine Customer Service Standards.
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Collects and listens to customers’ information to develop an understanding of what they need now and in the future. -
Urges others to adopt and live by customer service mentality.
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Considers the impact of each decision on customers/stakeholders.
Communication
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Communicates clearly and effectively in all settings, identifying, addressing, and resolving conflicts. -
Maintains open channels of communication with staff, colleagues and supervisor(s).
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Produces and presents written and oral communications that are clear, well organized and logical.
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Maintains, organizes and assists with phone calls and call log.
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Requests from the Chief of Infectious Disease any time off or vacation in a timely fashion.
Operations
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Implements and upholds Brown Medicine policies and procedures. -
Lessens lag time in distributing consults to the service teams
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Receives incoming patient consult requests, logs into a database, and then communicates the consult request to the fellow or attending physician.
BASIC KNOWLEDGE:
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Level of knowledge generally obtained through high school with a concentration in business area or a junior college -
Excellent computer skills – Word, Excel, Outlook, EMR
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Must have knowledge of medical practice operations and medical terminology
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Strong organizational skills
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Interpersonal communication skills to effectively work with all levels of personnel within and outside Hospital, often in situations requiring poise and tact
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Mental ability to withstand pressures of deadlines and administrative pressures of busy professional office
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Written communication skills to type minutes of meetings, correspondence, and routine reports.
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Experience with triaging calls in a high call volume setting
EXPERIENCE:
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Two-three years of formal administrative assistant training or equivalent preferred -
Medical background preferred
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Knowledge of HIPPA regulations
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Four years progressively more responsible administrative experience to acquire experience-based knowledge to provide assistance in certain administrative duties and background to exercise independent judgment.
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
Work is performed in a typical office setting requiring periods of sitting, standing and walking. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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