Transplant Clinic/Practice Assistant II

Massachusetts General Hospital; Boston (MA); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dedicated Clinic/Practice Assistant to enhance patient care and streamline operations. This role is pivotal in managing patient appointments, ensuring efficient communication, and maintaining confidentiality in compliance with HIPAA. The ideal candidate will thrive in a fast-paced environment, showcasing exceptional organizational skills and a commitment to high-quality customer service. Join a team that values diverse perspectives and is committed to improving processes in a dynamic healthcare setting. If you're passionate about making a difference in patient care, this opportunity is perfect for you.

Qualifications

• 2-3 years of office experience required.
• High School Diploma or equivalent necessary.

Responsibilities

• Manage high-volume phone lines and schedule patient appointments.
• Ensure patient confidentiality and compliance with HIPAA procedures.
• Support physicians and staff during clinic start-ups.

Skills

Customer Service

Organizational Skills

Communication Skills

Office Suite Proficiency

Bilingual (Spanish/Haitian Creole)

Education

High School Diploma

Associates/Bachelor's Degree or Equivalent

Tools

EPIC

Cadence Scheduling System

Job description

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits include scheduling, check-in, and check-out duties. Actual job duties may vary by Department.

Does this position require Patient Care?
No

The Clinic/Practice assistant will provide high-quality customer service for all patients. They will support all aspects of physician practice for clinical care management, facilitate and schedule all patient appointments—including surgical and ancillary tests—obtain referrals, authorizations, and pre-certifications as needed. This role involves analyzing office systems, workflow, referral patterns, and assisting with process improvements in the transplant clinic. Discretion and judgment are required to organize priorities, complete tasks, and handle confidential patient information.

Key responsibilities include:

• Managing high-volume phone lines and workload professionally and courteously.
• Scheduling patient office appointments using Cadence scheduling system via Epic.
• Ordering, coordinating, and obtaining outside medical results and additional clinical information to ensure efficient and accurate evaluations.
• Sending out confirmation and reminder letters in advance of appointments and surgeries.
• Answering patient and family questions regarding appointments.
• Directing procedural and pre-operative calls to clinical staff as appropriate.
• Reviewing patient insurance and referrals in Epic when scheduling visits.
• Tracking referrals and verifying insurance information before the appointment.
• Providing reassurance to patients and families regarding visit procedures and follow-up.
• Photocopying and filing patient-related paperwork accurately and timely within medical records.
• Ensuring patient confidentiality in compliance with HIPAA procedures.
• Cross-covering for other staff members during breaks, lunches, vacations, and workflow variations.
• Supporting physicians and staff during new outreach clinic start-ups.
• Handling sensitive issues diplomatically and involving management as necessary.
• Communicating effectively both internally and externally for follow-up appointments and referrals.
• Training and orienting new staff to ensure best practices and policy compliance.
• Collaborating on special projects and participating in process improvement initiatives.

Education
High School Diploma, Associates/Bachelor's Degree or Equivalent required

Experience
Office experience of 2-3 years required

EPIC experience preferred

Knowledge, Skills, and Abilities

• Spanish/Haitian Creole speaking preferred
• Proficiency with Office Suite, understanding of office procedures including filing, copying, scanning, printing, and faxing.
• Ability to manage phone systems and handle non-routine calls effectively.
• Effective written and verbal communication skills.
• Strong organizational and time management skills to handle multiple tasks in a high-volume environment.

The General Hospital Corporation is an Equal Opportunity Employer. We embrace diverse skills, perspectives, and ideas, and are committed to providing reasonable accommodations for individuals with disabilities during the application and employment process.