Senior Practice Assistant: BWH Bridge Substance Use Disorder Clinic Patient Services

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

Job summary

Mass General Brigham is hiring a Senior Practice Assistant for the Bridge Clinic at Brigham and Women's Hospital in Boston. You will act as a welcoming first point of contact, triaging calls, checking in patients, and supporting clinical staff in a fast-paced, adherence-focused environment.

You will schedule in Epic, place reminder calls, and collaborate with the Practice Manager to resolve patient concerns. This on-site role requires a high school diploma and 3–5 years of office experience.

Qualifications

• High 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 communication; strong organization and time management.

Responsibilities

• Triage phone calls and complete patient check-in following standards.
• Schedule appointments in Epic and make reminder/follow-up calls.
• Assist in resolving patient questions and concerns with the Practice Manager.
• Maintain a clean, compliant clinic space and handle administrative tasks.

Skills

Customer service

Communication

Time management

Phone etiquette

Independent prioritization

Education

High school diploma or equivalent

Tools

Microsoft Office

Epic

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 Senior Practice Assistant – Bridge Clinic Brigham and Women's Hospital | MGB Programs in Substance Use & Addiction Services | On-site, Boston, MA

Make 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 environment

Where You’ll Work

This role is 100% in person at the Brigham and Women's Hospital main campus, 75 Francis St, Boston, MA.

Now Hiring: Senior Practice Assistant

Are 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 Do

• Manage the phone system, handle non‑routine calls, and resolve routine issues
• Draft, edit, and proofread emails, memos, and letters; take complete, accurate messages
• Support daily office operations, including filing, copying, scanning, printing, and faxing
• Juggle multiple priorities and manage time for yourself and others

What You Bring

• High 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 communication
• Strong organization and time management, with the ability to follow established protocols and work within systems

Additional Job Details (if applicable)

• Remote Type: Onsite
• Work Location: 75 Francis Street
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)
• Pay Range $19.37 - $27.71/Hourly Grade 4 At Mass General Brigham

Benefits and Compensation

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.

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 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.

Our Mission & Culture

Combat disease. Hold a hand. Help people. Impact the world.

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.