Clinic/Practice Assistant Senior

Mass General Brigham•Boston, MA

5d•$19 - $28•Onsite

About The Position

Receiving general direction from the Practice Manager, the Patient Services Coordinator is responsible for operational and organizational coordination of 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, who facilitate obstetric, pediatric, psychiatric, and addiction care. Using knowledge of hospital policies, initiative, and independent judgment, the coordinator manages the clinic’s day-to-day administrative needs and a wide range of service issues.

Requirements

Ability to draw on a broad understanding of hospital policies and exercise initiative and independent judgment.
Understanding of HMO, managed care, and other third-party insurers.
Ability to perform electronic insurance verification.
Ability to maintain confidentiality and privacy consistent with HIPAA guidelines.
Professionalism and discretion when working with patients and families with histories of substance use disorders.

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 prescription troubleshooting, insurance prior authorizations, WIC paperwork and pediatric referrals, engagement letters, community referral paperwork and releases of information, outside-record collection, research-team logistics, patient transportation forms, and meeting coordination.
Provide information and assistance to patients regarding managed care plans, insurance, referral issues, financial services, and self-pay resources; perform electronic insurance verification.
Complete revenue enhancement activities, including registration verification, co-payment collection, cash management, and encounter form reconciliation, and serve as a resource to team members on these activities.
Maintain patient confidentiality and privacy consistent with HIPAA and exercise discretion and professionalism 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, referral appointments, and visits; field new referrals from outside sources and check the Ambulatory Referral Order Workqueue three times per week.
Send clinic paperwork to Health Information Management for scanning into the medical record.
Maintain and update 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, and workflow variations as needed.
Work on special projects as directed.