Practice Assistant II, Call Center, Endoscopy

Brigham and Women's Hospital; Boston (MA); Hybrid; USD 23,000 - 34,000; Full time

Job summary

Brigham and Women's Hospital is seeking a Practice Assistant II to manage scheduling, triage calls, and provide patients with prep instructions for procedures. The role requires professionalism, strong communication, and the ability to handle multiple tasks in a fast-paced setting.

Responsibilities include maintaining records, ensuring confidentiality, and coordinating with the Endoscopy Center. Work at multiple sites with a hybrid schedule and 40 hours per week.

Qualifications

• High school diploma or GED required; post-high school education preferred.
• Minimum of one year of applicable work experience.
• Additional training in office systems preferred.
• Knowledge of practice operations and standards.
• Understanding of procedures including filing, copying, scanning, printing, and faxing.
• Ability to use phone system and answer routine questions.
• Ability to communicate professionally and concisely.
• Ability to manage multiple tasks and follow protocols.
• Ability to maintain confidentiality of patients and records.

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, emphasizing teamwork and patient-staff interaction guidelines.
• Identifies potential barriers to safe, efficient patient care and communicates to leadership.
• Follow up on missing records and coordinate with the medical records department.
• Maintains an accurate filing system for endoscopy and physician call backs for information/advice.
• Assist billing coordinator with appropriate and timely authorization for patients’ appointments.
• Maintain a positive, professional relationship with ambulatory personnel.
• Performs other duties as directed.

Skills

Communication skills

Multitasking

Professional communication

Confidentiality

Education

High school diploma or GED

Post-high school education preferred

Tools

Phone system

Office systems

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

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.

Qualifications

• High school diploma or GED required; post-high school education preferred.
• A minimum of one year of applicable work experience is required.
• Additional training in office systems is preferred.
• 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.

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.
• Understands 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.

Additional Job Details (if Applicable)

Remote Type

Hybrid

Work Location

850 Boylston Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

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 Veterans 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.

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.