Clinic/Practice Assistant II - Front Desk Coordinator

Mass General Brigham•Boston, MA

7d•Onsite

About The Position

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits, including scheduling, check-in, and check-out duties. Actual job duties may vary by Department. This position does not require patient care.

Requirements

High School Diploma or Equivalent required
Office experience 2-3 years required
Proficiency with all Office Suite
Knowledge of office operations and standards
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.

Nice To Haves

May perform more complex or specialized functions (i.e., surgical scheduling, schedule changes/blocking) at a more advanced competency level.

Responsibilities

Perform routine administrative and clerical duties relating to a clinical service or physician practice office.
Make patient appointments and maintain appointment records.
Greet and assist patients.
Answer telephones, assist callers with routine inquiries, and schedule appointments.
File materials in patient folders and print appointment schedules.
Process patient billing forms and scan documents to patient medical records/LMR.
Call for patient medical records and laboratory test results.
Open and distribute unit mail or faxes.
Type forms, records, schedules, memos, etc., as directed.
May be required to accept co-payments.
Handles, screens, and/or takes messages related to prior authorizations, provider questions, prescription refills, and test results.
Acts as "Super User" for scheduling, registration, and billing systems.
Provides assistance and training to others in these areas.
May perform more complex or specialized functions (i.e., surgical scheduling, schedule changes/blocking) at a more advanced competency level.
Answer all incoming phone calls in a polite and courteous manner.
Triage all phone calls appropriately throughout the division and hospital.
Page Physician Assistants with medical questions from patients, in accordance with protocol.
Schedule patients for outpatient clinic appointments, both in person and over the telephone, in as timely a fashion as possible and in accordance with the Attending’s directions.
Thoroughly create and schedule all coordinating chest x-rays and chest CT scans for the outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the Attending’s directions.
Clearly communicate appointment/imaging information to patients both at time of booking, as well as during confirmation calls.
Check-in patients, including collecting from patient any medical records or updates to their demographics/care team, and collecting any applicable copays.
Check all patient insurance eligibility and work with Insurance Coordinator to obtain all necessary referrals/authorizations.
Maintain “No-Show” list and "Unscheduled Radiology Orders" list - make notes in Epic and/or send letters as necessary in regard to patient no-shows/cancellations.
Contact patients on “Bump” list according to “Bump” list protocol, making notes in Epic appointment message and/or mailing letters as necessary according to said protocol.
Work with Insurance Coordinator to request, financially clear, obtain and upload any outside Radiology scans for established patients.
Check Front Desk voicemail throughout the day, and follow up on all voicemails by 5pm.
Prepare all temporary charts for established patients’ office visits prior to clinic.
Assemble all charts for late add-on’s and walk-in’s.
Disassemble charts after clinic and scan any medical records received and/or created during patient’s visit.
Communicate with the clinic team, including manager, all patient precautions that the clinic needs to be aware of in regards to treatment.
Fax/mail all medical requests to the requesting facility or Physician, in accordance with HIPAA guidelines and regulations.
All other duties as assigned by manager.