Cardiac Surgery - Practice Assistant II - Clinical Rotator/Administrative Assistant

Mass General Brigham; Boston (MA); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a motivated Practice Assistant to support clinical operations in a dynamic healthcare environment. This role encompasses a blend of administrative and clinical functions, including scheduling patient appointments, managing records, and providing exceptional customer service. The ideal candidate will thrive in a collaborative setting, embracing challenges and contributing to patient care excellence. Join a dedicated team committed to diversity and innovation, where your skills will make a significant impact on the lives of patients and the community. This opportunity offers a chance to grow within a supportive and inclusive organization, making it perfect for those looking to advance their career in healthcare.

Qualifications

• 2-3 years office experience required.
• Ability to manage multiple tasks and respond to time-sensitive issues.

Responsibilities

• Perform administrative duties such as scheduling and patient check-in.
• Answer phone calls and assist patients with inquiries.
• Manage clinical scheduling and maintain patient records.

Skills

Interpersonal Skills

Oral Communication

Written Communication

Medical Terminology

Insurance Knowledge

Computer Skills

Organizational Skills

Time Management

Education

High School Diploma or Equivalent

Tools

MS Office Suite

Epic

Job description

Site: The Brigham and Women's Hospital, Inc.

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission - from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

Job Summary
Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check-in, check-out duties. Actual job duties may vary by Department.

Essential Functions

• Perform routine administrative and clerical duties relating to a clinical service or physician practice office.
• Make patient appointments and maintain appointment records.
• Greet and assist patients.
• Answer telephones, assist callers with routine inquiries, and schedule appointments.
• File materials in patient folders, and print appointment schedules.
• 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.
• May be required to accept co-payments.
• Handles, screens and/or takes messages related to prior authorizations, provider questions, prescription refills, and test results.
• 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.

Qualifications

The Division of Cardiac Surgery at Brigham and Women's Hospital is seeking a highly motivated Practice Assistant/Administrative Assistant interested in building collaborative relationships, embracing change, and acting as a problem solver to support the Brigham's growing Cardiac Surgery patient population.

Job Specific Duties and Responsibilities

Phone and Office Operations:

• Answer all incoming phone calls in a polite and courteous manner. Triage all phone calls appropriately throughout the division and hospital.
• Handle patient inquiries and issues in a timely and effective manner.
• Treat all customers with dignity and respect.
• Return all patient phone calls within the same day.
• Check voicemail on assigned day and follow up on all voicemails by 5pm.
• Interact with Brigham and Women's Hospital departments, referring clinics and physicians' offices to coordinate services for patients.
• Greet visitors to the Division.

Clinical Scheduling - Rotator:

• Serve as a Divisional clinical scheduling rotator - stepping into any of the three role groups (New Patient scheduling, OR scheduling, established scheduling) as needed.
• Responsible for cath lab and TAVR scheduling for the Division.
• Schedule patients for outpatient clinic appointments in Epic as timely a fashion as possible and in accordance with surgeons' directions.
• Create and schedule all coordinating testing and scans for the outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the surgeons' directions.
• Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.
• Contact patients on "Bump" list according to "Bump" list protocol, making notes in Epic appointment message and/or mailing letters as necessary according to said protocol.
• Communicate with the clinic team all patient precautions that the clinic needs to be aware of in regards to treatment.
• Fax/mail all medical requests to the requesting facility or Physician, in accordance with HIPAA guidelines and regulations.
• If needed, collect patient data for faculty and/or the Administrative Supervisor.

Office Administrative Support:

• Create, publish, and manage the Cardiac Surgery and Transplant Surgery call schedule.
• Responsible for managing FMLA and VNA forms.
• Submit and process expense reports for the PA (Physician Assistant) group.
• Manage the cardiac evening sign out list serv to track PA-Patient ratios daily.
• Assist the administrative supervisor and project manager as needed.
• All other duties as assigned by manager.

JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Excellent interpersonal skills and flexibility.
• Excellent oral and written skills.
• Basic understanding and use of medical terminology.
• Basic comprehension of insurance types and referral process.
• Basic comprehension of registration and fiscal information.
• Computer software and word processing skills including: MS Office Suite - Outlook, Word, Excel.
• Requires an ability to work effectively with physicians, physician assistants, and other clinical and support staff.
• Strong communication and organizational skills.
• Ability to focus detailed concentrated effort to multiple projects and re-establish priorities as necessary.
• Ability to effectively respond to time sensitive and confidential issues.
• Initiative and ability to work both independently and as a member of a functional team.
• Ability to collect and interpret data from patient records.

Education
High School Diploma or Equivalent required.

Experience
Office experience 2-3 years required.

Knowledge, Skills and Abilities

• Proficiency with all Office Suite, Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

Schedule
Option for 4 Days Onsite, 1 Day Offsite.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type
Hybrid

Work Location
75 Francis Street

Scheduled Weekly Hours
40

Employee Type
Regular

Work Shift
Day (United States of America)

EEO Statement:
The Brigham and Women's Hospital, Inc. is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.