Clinic/Practice Assistant II

Mass General Brigham•Boston, MA

13d•Onsite

About The Position

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.

Requirements

High School Diploma or Equivalent required
Office experience 2-3 years required
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.

Nice To Haves

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

Responsibilities

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.
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
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.