Clinical/ Practice Assistant Lead

Mass General Brigham•Boston, MA

3d•$21 - $30•Onsite

About The Position

This role oversees the day-to-day operations of an outpatient clinic or practice. Responsibilities include assigning and prioritizing workflow, troubleshooting issues, training and orientation, and providing backup support for a Supervisor or Manager. The position also offers guidance and assistance to others in resolving complex issues and problems. The role acts as a "Super User" for scheduling, registration, and billing systems, and may perform more complex or specialized functions such as surgical scheduling or schedule changes. Additionally, the role may perform routine administrative and clerical duties, process patient billing forms, scan documents, call for medical records and lab results, open and distribute mail/faxes, and type various documents. The Clinical/Practice Assistant Lead provides functional guidance to the team and assists the Supervisor with daily activities of practice staff.

Requirements

Associate's Degree Healthcare Administration required or Associate's Degree Business required or Associate's Degree Related Field of Study required
Experience in patient scheduling or clinical coordination 2-3 years required
Experience in a healthcare or clinical administrative role 2-3 years required
Strong organizational skills with the ability to manage multiple tasks and coordinate complex care schedules.
Excellent communication and interpersonal skills to interact effectively with patients, healthcare providers, and hospital staff.
Knowledge of healthcare regulations, HIPAA compliance, and patient care protocols.
Ability to develop, implement, and assess patient care plans in coordination with healthcare teams.
Proficient in healthcare management software, electronic health records (EHR), and patient scheduling systems.
Attention to detail in managing patient data, documentation, and care procedures.
Strong problem-solving abilities, particularly in addressing patient care challenges and service delivery improvements.

Nice To Haves

Experience in a hospital or outpatient clinic setting 1-2 years preferred

Responsibilities

Performs assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up support for leadership.
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 more advanced competency level.
May function as a backup for clerical staff to perform routine administrative and clerical duties relating to a clinical service or physician practice office, and make patient appointments and maintain appointment records.
May process patient billing forms and scan documents to patient medical record/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.
Provides functional guidance to related team.
Assists Supervisor with daily activities of practice staff.
Oversee the daily administrative operations of the Thoracic Surgery practice, ensuring efficient clinic operations, patient access, physician support, and surgical scheduling workflows.
Monitor staffing levels and daily workflow to ensure appropriate coverage across front desk, new patient coordination, physician administrative support, and surgical scheduling.
Identify operational bottlenecks and implement workflow improvements to enhance patient access, scheduling efficiency, and staff productivity.
Collaborate with physicians, Advanced Practice Providers (APPs), nursing, and multidisciplinary teams to support efficient clinic operations and continuity of care.
Monitor operational metrics including telephone performance, referral workqueues, scheduling timeliness, template utilization, patient access, and NP workqueues.
Provide day-to-day supervision, coaching, and guidance to administrative staff.
Assist the Administrative Manager with recruitment, interviewing, onboarding, orientation, and retention of administrative staff.
Provide training for new employees and ensure ongoing competency in Epic, scheduling workflows, registration, insurance, and departmental procedures.
Monitor staff performance and provide real-time coaching, feedback, and performance documentation.
Assist in developing staff schedules and ensure appropriate operational coverage across all clinical locations.
Serve as a departmental resource for administrative policies, workflows, and best practices.
Develop, maintain, and update standard operating procedures and training materials.
Monitor patient experience trends and administrative service concerns, partnering with leadership to resolve issues and improve service delivery.
Participate in departmental quality improvement initiatives focused on patient access, scheduling efficiency, communication, and operational performance.
Ensure compliance with departmental, hospital, and regulatory policies.
Partner with physician leadership and the Administrative Manager to support clinic template optimization, provider scheduling, and operational initiatives.
Assist with implementation of new providers, clinic expansions, multidisciplinary programs, and operational changes.
Support cross-campus collaboration between MGH and Brigham and Women's Hospital Thoracic Surgery practices.
Responsible for office operations including supplies, equipment, facilities requests, vendor relationships, and workspace planning.
Monitor departmental purchasing and operational expenses while identifying opportunities for cost savings.
Responsible for timekeeping, staff scheduling, and administrative reporting.
Coordinate equipment repairs and maintain inventory of administrative resources.
Participate in strategic operational initiatives and divisional projects.
Analyze operational data and prepare reports to support decision making.
Represent the divisional on committees and workgroups as assigned.
Provide operational leadership in the absence of the Administrative Manager.