Clinic/Practice Assistant II

Site: The General Hospital Corporation

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

Job Summary

Under the general supervision of the Administrative Manager for Wang 8 Outpatient Psychiatry, the practice assistant will be responsible for offering primary administrative supports related to our front desk check-in procedures, scheduling, responding to and resolving patient inquiries received via phone and Patient Gateway, and acting as a liaison between patient and their healthcare providers.

 

Front Desk:

• Greets all patients and visitors to the clinic in a professional, courteous, timely and respectful manner

• Performs all check-in, check-out functions as outlined by MGH/MGPO front desk and practice standards
• Collects co-payments for a Hospital and a Physician Organization practice
• Provides each patient with required paperwork and obtains e-signatures on billing and waiver forms
• Assists patients when needed with tasks such as with reading paperwork, arranging transportation, coordinating interpreters, providing directions to other areas in the hospital, etc.
• Monitors the patient waiting area and informs patients of wait times
• Helps with daily maintenance of staff only kitchen space
• Assists clinicians and managers in emergent situations by calling security, filing safety reports, etc.

General Administrative Supports:

• Directs calls or takes accurate messages as appropriate using the paging system, electronic medical record, Patient Gateway, Epic in-basket, and e-mail
• Manages and reconciles incoming requests received via in-basket, email and the Epic follow-up appointment workqueue; Coordinates the scheduling of patient appointments using the Epic/Cadence Scheduling System
• Reconciles appointment status (arrive, no show or cancel) for all patient visits within the scheduling system
• Assists clinicians with daily faxing, scanning, mailing and day-to-day support
• Acts as the liaison between Environmental Services, Information Technology, and Building and Grounds for the care of the environment, computers, printers and office equipment; Places helpdesk tickets as needed
• Participates in hospital-wide initiatives, such as Patient Gateway enrollment
• Assumes special projects as directed

General Responsibilities:

• Maintains confidentiality & privacy consistent with HIPAA guidelines
• Maintains an organized and neat work area
• Works collaboratively with patients, staff, clinicians and managers to determine needs and solve problems
• Follows hospital and department standards with regards to telephone courtesy and etiquette
• Maintains accurate knowledge of hospital policies and ensures adherence to all recommended procedures
• Keeps current with hospital and clinic emergency procedures including Security Alerts, participates in annual required trainings.

• High degree of initiative and independent judgment
• Excellent time management, communication, and decision-making skills

• Capable of establishing priorities and multitasking
• Knowledge of computerized software programs:  spreadsheet, databases, word processing
• Excellent customer service skills
• Excellent communication skills both orally and written
• Excellent interpersonal skills

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials
N/A

Experience
Office experience 2-3 years required

Knowledge, Skills and Abilities
- Proficiency with all Office Suite, Knowledge of office operations and standards, and understanding of office procedures, including filing, copying, scanning, printing, and faxing.
- Ability to use the phone system, manage more non-routine phone calls, and solve routine issues as appropriate.
- Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
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