Practice Assistant II, Heart Failure & Transplant Service

Mass General Brigham•Boston, MA

7d•$18 - $25•Hybrid

About The Position

The Practice Assistant II supports Mass General Brigham’s Heart Failure and Transplant Service in a hybrid ambulatory care setting. This administrative role serves as a key connection between patients and healthcare providers, coordinating appointments, diagnostic testing, referrals, and other services for patients receiving specialized cardiac and transplant-related care. The position helps patients navigate complex care needs while supporting efficient patient flow and practice operations. The role works Monday through Friday on a full-time schedule and involves patient communication, scheduling, insurance-related processes, administrative and financial procedures, and collaboration with a multidisciplinary clinical team. The Practice Assistant II also provides cross-coverage, helps train and orient new team members, and participates in projects and process improvements.

Requirements

High school diploma or GED.
2–3 years of office experience.
Strong written and verbal communication skills, including a good command of English and familiarity with medical terminology.
Excellent interpersonal and customer service skills, with the ability to communicate effectively with patients, providers, and colleagues.
Strong organizational, multitasking, and time-management skills, with attention to detail.
Ability to work independently and collaboratively in a busy, high-volume healthcare environment.
Strong problem-solving skills and the ability to manage complex administrative issues and identify appropriate solutions.
Ability to provide administrative guidance and serve as a resource to fellow team members.
Proficiency with computer applications and administrative systems used in healthcare practice operations.

Responsibilities

Serve as a primary point of contact for patients and providers, provide professional and compassionate service, and help resolve complex administrative and patient-related concerns.
Coordinate patient appointments, diagnostic testing, and referral visits, ensuring timely scheduling and accurate tracking.
Manage Epic In Basket messages related to patient scheduling and facilitate communication with the clinical team.
Answer and triage incoming telephone calls, respond to patient inquiries, and escalate complex concerns appropriately.
Assist patients with insurance verification, managed care requirements, referrals, and prior authorizations for procedures as needed.
Provide information about financial services, self-pay resources, and insurance-related processes.
Support registration verification, co-payment collection, cash management, and encounter form reconciliation.
Collaborate with providers and clinical staff to address scheduling challenges and complex patient service issues.
Provide cross-coverage for other Practice Assistants as needed and assist with training and orientation of new team members.
Maintain accurate, confidential patient information in accordance with HIPAA guidelines while supporting efficient patient flow and practice operations.
Participate in special projects and process improvements to enhance the patient experience and practice efficiency.