Clinic/Practice Assistant Senior

Mass General Brigham•Boston, MA

4d•Onsite

About The Position

Receiving general direction from the Practice Manager, the Clinic/Practice Assistant Senior coordinates operations and administration for the HOPE, Bridge and ACT Clinic, an outpatient service for patients with substance use disorder. The role is part of a collaborative care team that includes a social worker, recovery coach, physicians, nurse case manager, and resource specialist, supporting obstetric, pediatric, psychiatric, and addiction care. Using knowledge of hospital policies, initiative, and independent judgment, the position coordinates daily clinic administrative needs and handles a broad range of service issues.

Responsibilities

Staff the front desk during clinic sessions and perform patient check-in and check-out according to MGH/MGPO Front Desk Standards of Operations.
Answer clinic phone calls during business hours.
Schedule patient appointments and create or update provider schedule templates in Epic.
Make appointment reminder calls, including COVID-19 screening.
Support the RN care manager and clinical staff with administrative tasks, including troubleshooting prescription issues with patients and pharmacies and supporting insurance prior authorizations.
Assist staff with WIC paperwork and pediatric referrals.
Draft letters of engagement and manage paperwork for community referrals, including releases of information.
Collect outside records as directed by the RN.
Coordinate with the research team regarding patient logistics.
Help patients with transportation arrangements, including PT1 forms.
Organize meetings between patients and clinical team members as directed.
Understand HMO, managed care, and other third-party insurance plans; assist patients with insurance, managed care, and referral issues; and perform electronic insurance verification.
Provide information about financial services and self-pay resources as needed.
Complete and serve as a resource for revenue-enhancement activities, including registration verification, copayment collection, cash management, and encounter form reconciliation.
Maintain confidentiality and privacy in accordance with HIPAA guidelines and demonstrate professionalism and discretion when working with patients and families with histories of substance use disorders.
Prepare appointment materials, including MassPAT records, release-of-information forms, intake documentation, and PROMS.
Coordinate diagnostic testing schedules.
Coordinate and track referral appointments and visits.
Handle new referrals from outside sources, including checking the Ambulatory Referral Order Workqueue three times per week.
Send clinic paperwork to Health Information Management for scanning into the medical record.
Maintain the PSAS Clinic patient database.
Use communication channels appropriately, including pager, Epic, Microsoft Teams, and email.
Provide training and orientation to new staff, where applicable.
Provide cross-coverage for other substance use disorder practices during absences, vacations, or workflow variations as needed.
Work on special projects as directed.