Practice Assistant II, Orthopedics

massgeneralbrigham; Waltham (MA); On-site; USD 42,000 - 56,000; Full time

Job summary

Mass General Brigham is seeking a Front Desk Administrator to support our Orthopedic Ambulatory Clinic. You will greet patients, perform check-in/check-out, schedule visits, and help with billing tasks in Epic, ensuring smooth patient flow and accurate record maintenance.

Ideal candidates have 2–3 years office experience, strong communication skills, and proficiency with Office Suite. This role is on site with a focus on exemplary patient service.

Qualifications

• High School Diploma or Equivalent required.
• Office experience 2-3 years required.
• Proficiency with Office Suite and ability to manage non-routine phone calls.

Responsibilities

• Greet patients and manage check-in/check-out processes.
• Make patient appointments and maintain appointment records.
• Process patient billing forms and scan documents to Epic.

Skills

Office Suite

Phone system

Communication

Time management

EPIC training

Education

High School Diploma or Equivalent

Tools

EPIC

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

Performs administrative functions to support smooth and efficient practice operations under general supervision. Perform tasks that are related to patient visits including scheduling, check-in, check-out duties. Actual job duties may vary by department.

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 record/EPIC.
• 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 an EPIC "Super User" for scheduling, registration and billing systems (EPIC training is provided).
• Provide 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.

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

Knowledge, Skills and Abilities

• 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 phone system and 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, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take 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.

Additional Job Details (if applicable)

Under general supervision of the Administrative Manager, this position will be responsible for front desk duties/functions in our fast-paced Orthopedic Ambulatory Clinic. This is an excellent position for someone looking to jumpstart a career in healthcare or for a seasoned professional with experience in a customer service driven industry.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Front Desk Responsibilities (75%)

This role is responsible for greeting patients as they arrive for appointments as well as completing patient check-in and check-out processes in a timely manner. Specific tasks include:

Check-In

• Verifies patient identity upon patient initial check in by using two patient identifiers.
• Checks patient insurance type comparing what is listed on insurance card and what is listed in EPIC system. If there is a discrepancy, informing the patient to call the RRC line.
• Verifies if patient is under worker's compensation insurance and confirms worker's comp information is correctly entered into EPIC.
• Verifies demographic information, ensuring referral on record, and accuracy of clinical information.
• Collects patient co-pays on every patient and if co-payment is not collected denotes reason in visit documentation.
• Assists and ensures patients complete PROMS questionnaires as needed.
• Issues any additional relevant intake forms and ensures completion.
• Checks patient's enrollment status in Patient Gateway & assists with enrollment process.
• Arrives patient in EPIC.
• Always moves patient in Ambulatory Patient Tracking to reflect accurate patient location throughout the patient's visit.
• Verifies casting and radiology orders at time of check-in and sends patients directly to cast room or radiology, if necessary.
• Uploads external radiology discs and copies radiology report scanning into Epic.
• If patient brings in outside medical record, make photocopy and scan into Epic.
• Keeps patients in waiting area accurately up to date o