Practice Assistant II, Orthopedics

Mass General Brigham•Boston, MA

1d•Onsite

About The Position

The Practice Assistant II supports the Department of Orthopedics at Massachusetts General Hospital by helping ensure smooth practice operations and a welcoming, supportive experience for patients receiving specialized orthopedic care. The role works closely with orthopedic providers, clinical staff, and administrative colleagues to coordinate appointments, manage communications, and support daily administrative workflows. This onsite, full-time position offers the opportunity to develop expertise in orthopedic practice operations, patient scheduling, registration, and care coordination.

Requirements

High school diploma or equivalent.
2–3 years of office experience.
Proficiency in Microsoft Office Suite and standard office equipment.
Strong knowledge of office operations, standards, and administrative procedures.
Excellent written and verbal communication skills, including composing professional correspondence and accurately relaying information.
Strong customer service skills and the ability to communicate professionally and compassionately with patients, families, and colleagues.
Ability to manage non-routine phone inquiries, resolve routine administrative issues, and appropriately escalate complex concerns.
Strong organizational, multitasking, and time management skills, including the ability to manage competing priorities.
Excellent attention to detail and ability to maintain accurate documentation in a busy healthcare environment.
Ability to follow established protocols, adapt to changing priorities, and collaborate effectively with multidisciplinary teams.

Nice To Haves

Certified Medical Administrative Assistant (CMAA) certification.

Responsibilities

Coordinate patient appointments, maintain scheduling records, and support patient check-in and check-out.
Greet and assist patients, respond to inquiries, and provide a welcoming, professional experience.
Manage incoming calls, schedule appointments, route messages, and communicate with patients and clinical teams.
Process patient billing forms, scan documents into electronic medical records, and maintain accurate patient information.
Request medical records, laboratory results, and other documentation needed to support patient care coordination.
Support daily office operations by distributing mail and faxes, preparing correspondence, filing records, and maintaining appointment schedules.
Handle communications about prior authorizations, provider questions, prescription refills, and test results, with appropriate follow-up and escalation.
Collect patient co-payments when required and support registration and billing processes.
Serve as a Super User for scheduling, registration, and billing systems, assisting and training colleagues.
Assist with advanced scheduling, including surgical scheduling, provider schedule changes, and appointment blocking, as needed.
Collaborate with orthopedic providers, clinical teams, and administrative colleagues to maintain efficient workflows and a positive patient experience.