Senior Practice Assistant - Wound Care Center

1200 The General Hospital Corporation; Boston (MA); On-site; USD 40,000 - 58,000; Full time

Job summary

Mass General Brigham's Wound Care Center in Boston is seeking a Clinic Practice Assistant to support outpatient operations, coordinate appointments, and provide exceptional customer service. The role serves as the first contact for patients and handles scheduling, check-in/check-out, and communications with the care team.

You will collaborate with Medical Assistants, Nurses, and Providers, use EPIC for scheduling, verify insurance, obtain referrals, and ensure necessary authorizations are in

Qualifications

• Education: High School Diploma or Equivalent required.
• 3-5 years of office experience required.

Responsibilities

• Handles messages related to authorizations, questions, prescriptions, and test results; triages and returns calls promptly.
• Uses EPIC to arrange in-person appointments, procedures, and virtual visits.
• Verifies insurance and PCP information at scheduling.
• Ensures referrals and prior authorizations are in place before appointments.
• Manages front desk tasks: check-in/check-out, co-pays, and document handling.
• Maintains daily schedule and coordinates with care team to optimize patient throughput.
• Notifies patients of issues prior to their appointment.
• Documents telephone encounters in EPIC and communicates with providers.
• Notifies Admitting Department of patient admissions from clinic.
• Monitors messages and emails and disseminates information.
• Keeps inventory and orders office and clinic supplies.

Skills

MS Office skills

Outlook

Word

Excel

PowerPoint

Phone system proficiency

Time management

Communication

Proofreading/editing

Attention to detail

Organization

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 The Wound Care Center at Mass General Brigham provides specialized, multidisciplinary care for patients with acute and chronic wounds. The team focuses on the evaluation, treatment, and management of complex wound conditions and non‑healing wounds. Using advanced therapies and evidence-based treatment plans, the department is dedicated to improving healing outcomes, preventing complications, and enhancing patients' quality of life through compassionate, patient‑centered care. As a Clinic Practice Assistant, you will support this dynamic outpatient specialty practice by ensuring efficient clinic operations, coordinating patient appointments, facilitating communication between patients and the care team, and delivering exceptional customer service. This role plays a vital part in creating a seamless experience for patients receiving specialized wound care treatment. The Practice Assistant is the patients' initial contact for calls and office visits. Performs administrative duties related to patient visits, including scheduling, check‑in, and check‑out duties. They are responsible for the overall functions of the front desk including: scheduling of appointments and/or procedures, schedule management, and obtaining referrals and authorizations. They work collaboratively with the Medical Assistants, Nurses, Providers, and Administrative Staff. They must be capable of performing well in a fast‑paced environment that demands attention to detail, excellent customer service skills, strong judgment and organizational skills.

Key Responsibilities

• Handles, screens, and/or takes messages related to prior authorizations, provider questions, prescription refills, and test results, triages appropriately, assist callers with routine inquiries, returns calls in timely fashion.
• Uses EPIC to arrange in‑person appointments, procedures, and virtual consultations.
• Verifies and ensures insurance and PCP information are correct at the time of scheduling.
• Possesses knowledge of contracted insurances accepted and requirements for referrals and prior authorizations.
• Scans documents to patient medical records.
• Ensures appropriate referrals and prior authorizations are in place prior to appointment or procedure.
• Notifies patients of any issues prior to arriving for their appointment.
• Performs all tasks related to the check‑in and check‑out: collecting co‑pays or payments for procedures, verifying patient using appropriate identifiers, ensuring necessary documents are signed for the visit, arrange for interpreter services.
• Oversees management of the daily clinical schedule to prevent any conflicts.
• Collaborates with the Medical Assistants and Nurse to ensure patient throughput.
• Perform more complex or specialized functions (i.e., surgical scheduling, schedule changes/blocking).
• Monitors Patient Gateway messages, practice email, and disseminates information/request to appropriate provider/staff.
• Works closely with the triage nurse for scheduling of new patient appointments.
• Documents telephone encounters in EPIC.
• Notifies the Admitting Department of patient admissions from clinic.
• Sends patient no‑show letters, office correspondence, and routinely collects incoming mail and distributes appropriately.
• Maintains inventory and orders office and clinic supplies.

Qualifications

Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No

Licenses and Credentials Experience Office experience 3-5 years required

Knowledge, Skills and Abilities

• Strong technology and MS Office skills – Advanced Outlook, Word, Excel, PowerPoint.
• Knowledge of office operations and standards and understanding of office procedures, including filing, copying, scanning, printing, and faxing.
• Ability to use the phone system, 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, corresponding and communicating with others clearly and effectively (including composing/editing e‑mails, memos, and letters), and taking 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.
• Ability to proofread and edit written documents.

Additional Job Details (if applicable)

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasional (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type Onsite Work Location 15 Parkman 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, 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: 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 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.

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Company Culture

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.