Practice Assistant II, Heart Failure & Transplant Service

Massachusetts General Hospital; Boston (MA); Hybrid; USD 24,000 - 34,000; Full time

Benefits offered by this job

Comprehensive benefits: medical,Dental

403(b) retirement plan

Tuition reimbursement

Discounted MBTA pass and employee-perk

Job summary

The General Hospital Corporation invites applications for a Patient Services Associate in the Heart Failure and Transplant Service. This hybrid, Monday-Friday role focuses on coordinating cardiac care with clinicians and administrative staff, ensuring timely scheduling and accurate patient information.

You will handle insurance verification, referrals, and prior authorizations while delivering compassionate, professional customer service to patients and providers in a busy ambulatory setting.

Qualifications

• High school diploma or GED required.
• 2-3 years of office experience required.
• Strong English communication and medical terminology familiarity.
• Excellent interpersonal and customer service skills.
• Organizational, multitasking, time-management strengths.
• Ability to work independently and with a team.

Responsibilities

• Serve as primary point of contact for patients and providers.
• Coordinate appointments, testing, and referrals with accurate scheduling.
• Manage Epic In Basket messages and clinical communication.
• Answer calls, triage inquiries, and escalate complex concerns.
• Assist insurance verification, referrals, and prior authorizations.
• Provide information on financial services and insurance processes.
• Support registration, co-pay collection, and encounter form reconciliation.
• Collaborate with clinical staff to resolve scheduling challenges.
• Cross-cover for other Practice Assistants and assist with onboarding.
• Maintain HIPAA-compliant patient data and support efficient operations.

Skills

Effective communication

Customer service

Organizational skills

Multitasking

Problem solving

Attention to detail

Independent and collaborative work

Computer proficiency

Education

High school diploma or GED

Tools

Epic In Basket

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

Heart Failure and Transplant Service | Hybrid | Monday-Friday | Full-Time

Build your career in healthcare while making a meaningful difference in the lives of patients receiving specialized cardiac care!

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 escalated 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.

Qualifications

• High 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)

• 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 Type

Hybrid

Work Location

90 Blossom 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

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 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.