Senior Practice Assistant: BWH Bridge Clinic Substance Use Disorder Clinic

Mass General Brigham•Boston, MA

17d•Onsite

About The Position

The Senior Practice Assistant supports the Brigham and Women's Hospital Bridge Clinic, a transitional urgent care clinic for patients with substance use disorders. The role provides a welcoming first point of contact for patients and caregivers, including people experiencing acute mental health and addiction challenges, and helps keep clinic operations and patient care organized. The position handles phone triage, patient check-in, appointment scheduling in Epic, reminder and follow-up calls, document scanning, data entry, supply ordering, and general office administration. The Senior Practice Assistant also supports clinical staff, helps address patient questions and concerns with the Practice Manager, maintains a safe and compliant clinic environment, and provides backup coverage across substance use disorder teams. The role is 100% onsite at the Brigham and Women's Hospital main campus in Boston.

Requirements

High school diploma or equivalent.
3–5 years of office experience.
Advanced Microsoft Office skills, including Outlook, Word, Excel, and PowerPoint.
Excellent customer service for internal and external customers and a courteous phone presence.
Strong written and verbal communication skills and comfort communicating with patients, caregivers, and clinical and administrative staff.
Ability to prioritize work independently with little or no supervision.
Confidence interacting effectively with all levels of management.
Calm, flexible approach in a fast-paced environment.
Strong organization and time-management skills, including the ability to follow established protocols and work within systems.

Responsibilities

Triage phone calls courteously and complete patient check-in according to BWH/BWPO Front Desk Standards.
Schedule appointments in Epic and make reminder and follow-up calls to patients who missed appointments.
Partner with the Practice Manager to resolve patient complaints, questions, and concerns.
Maintain an orderly, safe clinic and follow Joint Commission, OSHA, HIPAA, and hospital guidelines.
Scan documents, including Releases of Information, into patient records.
Perform administrative tasks and data entry, order supplies, and serve as a resource for clinical staff.
Provide PSC backup coverage across substance use disorder teams and perform additional duties as requested.
Manage the phone system, handle non-routine calls, and resolve routine issues.
Draft, edit, and proofread emails, memos, and letters, and take complete, accurate messages.
Support daily office operations through filing, copying, scanning, printing, and faxing.
Juggle multiple priorities and manage time for oneself and others.