Practice Assistant II, Heart Failure & Transplant Service

Massachusetts General Hospital; Boston (MA); Hybrid; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

403(b) plan

Tuition reimbursement

MBTA pass

Employee perks

Job summary

Massachusetts General Hospital's Heart Failure and Transplant Service seeks a diligent Practice Assistant II. You will be the primary contact for patients, coordinating appointments, tests, referrals, and insurance processes in a busy ambulatory setting, while supporting registration and financial workflows with HIPAA compliance.

You will work in a hybrid schedule, Monday–Friday, and collaborate with physicians, APPs, and staff to ensure timely, compassionate, and coordinated cardiac care for

Qualifications

• High school diploma or GED required.
• 2–3 years of office experience required.
• Strong written and verbal communication skills with medical terminology familiarity.
• Excellent interpersonal and customer service skills.
• Exceptional organizational and time-management abilities.
• Ability to work independently in a high-volume healthcare setting.
• Proficiency with computer applications and healthcare admin systems.

Responsibilities

• Serve as a primary point of contact for patients and providers, delivering professional, compassionate service.
• Coordinate patient appointments, diagnostic testing, and referrals with timely scheduling.
• Manage Epic In Basket messages and facilitate clinical team communication.
• Answer and triage phone calls, escalating complex concerns when needed.
• Assist with insurance verification, referrals, prior authorizations, and financial process information.
• Support registration verification, co-payment collection, and encounter form reconciliation.
• Collaborate with providers and staff to resolve scheduling challenges and patient service issues.
• Cross-cover for other staff and assist with training new team members.
• Maintain HIPAA-compliant patient information and support efficient practice operations.

Skills

English communication

Interpersonal skills

Customer service

Organizational skills

Multitasking

Problem solving

HIPAA compliance

Administrative systems

Education

High school diploma or GED

Job description

Site: The General Hospital CorporationMass 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 SummaryHeart Failure and Transplant Service | Hybrid | Monday–Friday | Full-TimeBuild your career in healthcare while making a meaningful difference in the lives of patients receiving specialized cardiac care!We are seeking an organized, compassionate, and detail-oriented Practice Assistant II to join our Heart Failure and Transplant Service. In this important administrative role, you'll serve as a key connection between patients and healthcare providers, helping coordinate appointments, diagnostic testing, referrals, and other essential services in a busy ambulatory care setting.This is an exciting opportunity to develop specialized expertise in cardiovascular care while working alongside a dedicated clinical team supporting patients with complex heart conditions and transplant-related healthcare needs.What You'll Do- Serve as a primary point of contact for patients and providers, delivering professional, compassionate service and helping resolve complex administrative and patient-related concerns.- Coordinate patient appointments, diagnostic testing, and referral visits, ensuring timely scheduling and accurate tracking.- Manage Epic In Basket messages related to patient scheduling and facilitate communication with members of the clinical team.- Answer and triage incoming telephone calls, respond to patient inquiries, and appropriately escalate complex concerns.- Assist patients with insurance verification, managed care requirements, referrals, and prior authorizations for procedures as needed.- Provide information about financial services, self-pay resources, and insurance-related processes to help patients navigate their care.- Support registration verification, co-payment collection, cash management, and encounter form reconciliation to ensure accurate administrative and financial processes.- Collaborate with providers and clinical staff to resolve scheduling challenges and complex patient service issues.- Provide cross-coverage for other Practice Assistants as needed and assist with training and orientation of new team members.- Maintain accurate, confidential patient information in accordance with HIPAA guidelines while supporting efficient patient flow and practice operations.- Participate in special projects and process improvements that enhance the patient experience and overall practice efficiency.QualificationsHigh school diploma or GED required.2-3 years of office experience required.Strong written and verbal communication skills, including a good command of English and familiarity with medical terminology.Excellent interpersonal and customer service skills with the ability to communicate effectively with patients, providers, and colleagues.Exceptional organizational, multitasking, and time management skills with strong attention to detail.Ability to work independently and collaboratively in a busy, high-volume healthcare environment.Strong problem-solving skills with the ability to manage complex administrative issues and identify appropriate solutions.Ability to provide administrative guidance and serve as a resource to fellow team members.Proficiency with computer applications and administrative systems used in healthcare practice operations.Additional Job Details (if applicable)Why Join Our Team?Hybrid work arrangement with a Monday–Friday schedule.Comprehensive benefits, including medical, dental, and vision coverage.403(b) retirement plan.Tuition reimbursement.Discounted MBTA pass and additional employee perks.Opportunity to grow your career within the Heart Failure and Transplant Service.Develop specialized expertise in cardiovascular care coordination, diagnostic scheduling, referral management, and healthcare administration.Collaborate with physicians, advanced practice providers, and multidisciplinary teams dedicated to delivering exceptional heart failure and transplant care.Gain valuable experience navigating complex patient needs, insurance processes, and specialized ambulatory practice operations.Build leadership and mentoring skills by assisting with training and supporting fellow administrative team members.You'll play an important role in helping patients navigate complex cardiac care while ensuring they receive timely, compassionate, and coordinated support throughout their healthcare journey. Join a collaborative team where your organizational skills, problem-solving abilities, and commitment to exceptional patient service make a meaningful impact every day!Remote TypeHybridWork Location90 Blossom StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$17.71 - $24.94/HourlyGrade3At 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:1200 The General Hospital Corporation 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.Mass General Brigham Competency FrameworkAt 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.