Clinical/ Practice Assistant Lead

Massachusetts General Hospital; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Mass General Brigham is seeking an Operations Supervisor for the Thoracic Surgery practice to oversee daily administrative operations, patient access, scheduling workflows, and staff support. The role emphasizes collaboration with physicians, APPs, nursing, and leadership to optimize clinic efficiency.

You will monitor staffing levels, identify bottlenecks, and drive process improvements while ensuring compliance with hospital policies across multiple clinical locations.

Qualifications

• Experience coordinating clinical scheduling and administrative operations.

Responsibilities

• Oversee daily administrative operations of the Thoracic Surgery practice.
• Monitor staffing and daily workflow across front desk, new patient coordination, physician admin support, and scheduling.
• Identify bottlenecks and implement workflow improvements to enhance patient access and staff productivity.
• Collaborate with physicians, APPs, nursing, and multidisciplinary teams to support clinic operations and continuity of care.
• Monitor metrics such as telephone performance, referral workqueues, scheduling timeliness, template utilization, patient access, and NP workqueues.
• Provide day-to-day supervision, coaching, and guidance to administrative staff.
• Assist with recruitment, onboarding, orientation, and retention of staff and ensure ongoing competency in Epic and scheduling workflows.
• Develop and maintain standard operating procedures and training materials; ensure compliance with policies.
• Assist in program expansions, multidisciplinary programs, and cross-campus collaboration between campuses.

Tools

Epic Software

Job description

Site: The General Hospital Corporation

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

Oversees day to day operation of an outpatient clinic or practice. May assist by assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up support for a Supervisor or Manager. Provides guidance and help to others to resolve complex issues and problems.

Essential Functions (Key Roles & Responsibilities)

• Performs assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up
• support for leadership.
• 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.
• May function as a backup for clerical staff to perform routine administrative and clerical duties relating to a
• clinical service or physician practice office, and make patient appointments and maintain appointment records.
• May 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.
• Provides functional guidance to related team.
• Assists Supervisor with daily activities of practice staff.

Operations Supervisor - MGH Thoracic Surgery

35% - Operations Management & Workflow Optimization

• Oversee the daily administrative operations of the Thoracic Surgery practice, ensuring efficient clinic operations, patient access, physician support, and surgical scheduling workflows.
• Monitor staffing levels and daily workflow to ensure appropriate coverage across front desk, new patient coordination, physician administrative support, and surgical scheduling.
• Identify operational bottlenecks and implement workflow improvements to enhance patient access, scheduling efficiency, and staff productivity.
• Collaborate with physicians, Advanced Practice Providers (APPs), nursing, and multidisciplinary teams to support efficient clinic operations and continuity of care.
• Monitor operational metrics including telephone performance, referral workqueues, scheduling timeliness, template utilization, patient access, and NP workqueues.

25% - Staff Supervision, Coaching & Performance Management

• Provide day-to-day supervision, coaching, and guidance to administrative staff.
• Assist the Administrative Manager with recruitment, interviewing, onboarding, orientation, and retention of administrative staff.
• Provide training for new employees and ensure ongoing competency in Epic, scheduling workflows, registration, insurance, and departmental procedures.
• Monitor staff performance and provide real-time coaching, feedback, and performance documentation.
• Assist in developing staff schedules and ensure appropriate operational coverage across all clinical locations.

15% - Quality Improvement, Patient Experience & Process Standardization

• Serve as a departmental resource for administrative policies, workflows, and best practices.
• Develop, maintain, and update standard operating procedures and training materials.
• Monitor patient experience trends and administrative service concerns, partnering with leadership to resolve issues and improve service delivery.
• Participate in departmental quality improvement initiatives focused on patient access, scheduling efficiency, communication, and operational performance.
• Ensure compliance with departmental, hospital, and regulatory policies.

10% - Physician & Program Support

• Partner with physician leadership and the Administrative Manager to support clinic template optimization, provider scheduling, and operational initiatives.
• Assist with implementation of new providers, clinic expansions, multidisciplinary programs, and operational changes.
• Support cross-campus collaboration between MGH and Brigham and Women's Hospital Thoracic Surgery practices.

10% - Administrative Operations & Resource Management

• Responsible for office operations including supplies, equipment, facilities requests, vendor relationships, and workspace planning.
• Monitor departmental purchasing and operational expenses while identifying opportunities for cost savings.
• Responsible for timekeeping, staff scheduling, and administrative reporting.
• Coordinate equipment repairs and maintain inventory of administrative resources.

5% - Special Projects & Leadership Support

• Participate in strategic operational initiatives and divisional projects.
• Analyze operational data and prepare reports to support decision making.
• Represent the divisional on committees and workgroups as assigned.
• Provide operational leadership in the absence of the Administrative Manager.

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)