Senior Practice Assistant: BWH Bridge Clinic Substance Use Disorder Clinic

Mass General Brigham; Boston (MA); On-site; USD 27,000 - 38,000; Full time

Job summary

Mass General Brigham's Brigham and Women's Hospital Bridge Clinic in Boston is seeking a Senior Practice Assistant to provide a welcoming front-line presence. You will triage calls, schedule Epic appointments, support clinic operations, and assist clinical staff while ensuring compliance with hospital guidelines.

Ideal candidates bring strong customer service, excellent communication, and the ability to multitask in a fast-paced setting.

Qualifications

• High school diploma or equivalent (required).
• 3–5 years of office experience (required).
• Advanced Microsoft Office skills (Outlook, Word, Excel, PowerPoint).

Responsibilities

• Be a first point of contact: triage phone calls with courtesy and complete patient check-in following standards.
• Schedule appointments in Epic and make reminder/follow-up calls to patients who miss appointments.
• Resolve patient questions/concerns by partnering with the Practice Manager and addressing complaints.
• Maintain a safe, compliant clinic by upholding Joint Commission, OSHA, HIPAA, and hospital guidelines.
• Support the team with documents scanning, data entry, supplies orders, and act as a resource for clinical staff.

Skills

Customer service

Communication

Time management

Team coordination

Education

High school diploma

Tools

Microsoft Office

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 SummarySenior Practice Assistant – Bridge ClinicBrigham and Women's Hospital | MGB Programs in Substance Use & Addiction Services | On-site, Boston, MAMake a difference from the very first hello. As a welcoming presence at the Brigham and Women's Hospital Bridge Clinic—a transitional urgent care clinic for patients with substance use disorders—you'll help patients and caregivers, including those facing acute mental health and addiction challenges, get the care they need. If you thrive in a fast-paced, mission-driven setting and enjoy being a go-to resource for patients and clinical teams alike, we'd love to meet you.What You'll Do• Be a first point of contact: Triage phone calls with courtesy and complete patient check-in following BWH/BWPO Front Desk Standards.• Keep care on track: Schedule appointments in Epic and make reminder and follow-up calls to patients who missed appointments.• Solve problems: Partner with the Practice Manager to resolve patient complaints, questions, and concerns.• Maintain a safe, compliant clinic: Keep the space in order and uphold Joint Commission, OSHA, HIPAA, and hospital guidelines.• Support the team: Scan documents such as Releases of Information into patient records, handle administrative tasks and data entry, order supplies, and serve as a resource for clinical staff.• Step in where needed: Provide PSC backup coverage across SUD teams and take on additional duties as requested.What You Bring• Excellent customer service for internal and external customers, with a courteous phone presence• Strong communication skills and comfort speaking with patients, caregivers, and clinical and administrative staff• Ability to prioritize work independently with little or no supervision• Confidence interacting effectively with all levels of management• A calm, flexible approach in a fast-paced environmentWhere You'll WorkThis role is 100% in person at the Brigham and Women's Hospital main campus, 75 Francis St, Boston, MA.Ready to help patients take their next step toward recovery? Apply today.QualificationsNow Hiring: Senior Practice AssistantAre you a tech-savvy, highly organized office professional who keeps things running smoothly? Join our team and put your communication skills and attention to detail to work every day.What You'll DoManage the phone system, handle non-routine calls, and resolve routine issuesDraft, edit, and proofread emails, memos, and letters; take complete, accurate messagesSupport daily office operations, including filing, copying, scanning, printing, and faxingJuggle multiple priorities and manage time for yourself and othersWhat You'll BringHigh school diploma or equivalent (required)3–5 years of office experience (required)Advanced Microsoft Office skills (Outlook, Word, Excel, PowerPoint)Clear, effective written and verbal communicationStrong organization and time management, with the ability to follow established protocols and work within systemsReady to make an impact? Apply today!Additional Job Details (if applicable)Remote TypeOnsiteWork Location75 Francis StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$19.37 - $27.71/HourlyGrade4At 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 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.