Practice Assistant II, Call Center, Endoscopy

Mass General Brigham•Brookline, MA

35d•Hybrid

About The Position

The Practice Assistant II utilizes all aspects of the scheduling system including booking appointments with appropriate providers within scheduled timeframe and ensures accurate and complete information is entered. The Practice Assistant II triages phone calls to the appropriate individual/area being courteous and professional and takes messages utilizing appropriate forms in a legible and accurate manner. The Practice Assistant II provides patients with accurate information regarding the preparation for procedures and ensures that the prep instructions are sent to the patient in a timely manner.

Requirements

High school diploma or GED required
A minimum of one year of applicable work experience is required.
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.
Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate professionally, courteously, clearly, and concisely.
Ability to manage work processes neatly and orderly and sort and alphabetize.
Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo, or interoffice note) and to take complete and accurate messages.
Ability to type and enter data at an entry-level.
Entry-level understanding of applicable systems.
Understanding of the appropriate use and importance of related forms.
Basic understanding and use of medical terminology.
Basic comprehension of insurance types and referral process.
Basic comprehension of registration and fiscal information.
Knowledgeable and compliant with all hospital, State, and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.
Must have the ability to function effectively in a fast-paced and challenging environment with a large group of physicians involved in academic work and patient care.
Must have a positive outlook and demonstrate sound judgment.
Must respect strict confidentiality of patients and medical information and records.
Must be able to respond to the needs and provide assistance to others when called upon.
Receives and directs all incoming calls politely, identifying the Endoscopy Center and stating name.

Nice To Haves

post-high school education preferred.
Additional training in office systems is preferred.

Responsibilities

Prepares, organizes, and maintains hospital records, paperwork, and/or medical records.
Ensures compliance with all hospital policies including patient confidentiality and attendance/punctuality.
Maintains department service standards, with particular attention to personal/behavioral, staff teamwork, and patient-staff interaction guidelines.
Identifies and articulates to all leadership, management, and physician teams any potential barriers (both clinical and non-clinical) to safe, efficient, and proper patient care.
Follow up on any missing records, coordinating activities with the medical records department when necessary.
Maintains an accurate filing system to retrieve information when needed.
Facilitates paperwork needed for any endoscopy and physician call back for specific information/advice.
If needed, assist the billing coordinator with appropriate and timely authorization for patients’ appointments.
Facilitates proper disposition of all appointments daily to ensure prompt and accurate charge entry by the billing coordinator.
Maintains a positive and professional working relationship with all ambulatory personnel.
As a team player is cognizant of the fact that dependability and reliability are important components to ensure efficient operations of the practice.
Understand that commendable attendance and punctuality are important aspects in measuring commitment and dedication to teamwork and the practice.
Accepts any assignment in accordance with departmental needs by performing work duties at our main hospital location, our 850 Boylston site, and/or offsite. This may also include varied hours for start/end of workday when advanced notification is provided.
Is willing to assist others when necessary or when assistance is apparent and acknowledges that all duties are shared to promote efficiency in the overall operations of the practice.
Performs other tasks as directed.