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.

Qualifications

PRINCIPAL DUTIES AND RESPONSIBILITIES:

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.

SKILLS/ABILITIES/COMPETENCIES REQUIRED:

• 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.
- Understanding written sentences and paragraphs in work-related documents, corresponding and communicating with others clearly and effectively (including composing/editing e-mails, memos, and letters), and taking complete and accurate messages.
- Managing one's own time and the time of others.
- Well-organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Additional Job Details (if applicable)

WORKING CONDITIONS:

The Practice Assistant front desk position will be an in-person role. Coming onsite to support program operations is a primary and essential part of role. The PSC will be provided with desk space in a shared front desk area.

Remote Type

Onsite

Work Location

15 Parkman Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

1200 The General Hospital Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.