Clinic/Practice Assistant II - Front Desk Coordinator

Brigham and Women's Hospital, Inc.; Boston (MA); On-site; USD 50,971,000 - 71,635,000; Full time

Job summary

Brigham and Women's Hospital, Inc. is seeking an Administrative Clerk to support clinical operations. The role involves scheduling, patient check-in/out, and basic clerical tasks within the physician practice office.

The ideal candidate will have 2–3 years of office experience, proficiency with Microsoft Office, and strong communication skills for interacting with patients and staff.

Qualifications

• High School Diploma or Equivalent required.
• Office experience 2-3 years required.
• Proficiency with Microsoft Office and general office procedures.
• Ability to use phone systems and handle routine inquiries.

Responsibilities

• Perform routine administrative and clerical duties related to a clinical service or physician practice.
• Make patient appointments and maintain appointment records.
• Greet and assist patients and check them in/out.
• Answer phones, schedule appointments, and manage routine inquiries.
• Process patient billing forms and scan documents to patient records.
• Maintain HIPAA-compliant handling of patient information.

Skills

Office procedures

Time management

Multitasking

Phone etiquette

Written communication

Customer service

Education

High School Diploma or Equivalent

Tools

Microsoft Office

Job description

Site: The Brigham and Women's Hospital, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary 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, and check-out duties. Actual job duties may vary by Department. Does this position require Patient Care? No

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 records/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 a more advanced competency level.

Qualifications Education

High School Diploma or Equivalent required. Can this role accept experience in lieu of a degree? No. Experience Office experience 2-3 years required.

• 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 the phone system, 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, corresponding and communicating with others clearly and effectively (including composing/editing e-mails, memos, and letters), and taking 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.

JOB SPECIFIC DUTIES AND RESPONSIBILITIES

• Answer all incoming phone calls in a polite and courteous manner.
• Triage all phone calls appropriately throughout the division and hospital.
• Page Physician Assistants with medical questions from patients, in accordance with protocol.
• Schedule patients for outpatient clinic appointments, both in person and over the telephone, in as timely a fashion as possible and in accordance with the Attending’s directions.
• Thoroughly create and schedule all coordinating chest x-rays and chest CT scans for the outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the Attending’s directions.
• Clearly communicate appointment/imaging information to patients both at time of booking, as well as during confirmation calls.
• Check-in patients, including collecting from patient any medical records or updates to their demographics/care team, and collecting any applicable copays.
• Check all patient insurance eligibility and work with Insurance Coordinator to obtain all necessary referrals/authorizations.
• Maintain “No-Show” list and "Unscheduled Radiology Orders" list - make notes in Epic and/or send letters as necessary in regard to patient no-show’s/cancellations.
• 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.
• Work with Insurance Coordinator to request, financially clear, obtain and upload any outside Radiology scans for established patients.
• Check Front Desk voicemail throughout the day, and follow up on all voicemails by 5pm.
• Prepare all temporary charts for established patients’ office visits prior to clinic.
• Assemble all charts for late add-on’s and walk-in’s.
• Disassemble charts after clinic and scan any medical records received and/or created during patient’s visit.
• Communicate with the clinic team, including manager, 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.
• All other duties as assigned by manager.

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%)

Work Information

Remote Type Onsite Work Location 15 Francis Street

Scheduled Weekly Hours 40

Employee Type Regular Work Shift Day (United States of America)

Pay Range $17.71 - $24.94/Hourly Grade 3

EEO Statement

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.