Practice Assistant II

Practice Assistant II – Bilingual Spanish/English

Bring your call center experience, customer service skills, and ability to communicate in Spanish and English to a patient-centered team at Brigham and Women's Hospital. As a Practice Assistant II at the Phyllis Jen Center, you will help patients and referring providers access care by delivering responsive service, coordinating appointments, and ensuring accurate registration information.

What You'll Do

• Answer incoming calls promptly and professionally, following established telephone and service standards.
• Respond to routine questions about appointments, parking, directions, and practice or hospital services, and connect callers with the appropriate resource when needed.
• Schedule, cancel, and reschedule patient appointments while helping accommodate patient and referring-provider needs.
• Complete pre-appointment registration intake and accurately collect or update demographic and insurance information.
• Set clear expectations for visits, including financial matters, and provide necessary follow-up information and instructions.
• Apply knowledge of HMOs, managed care, and other third-party insurers.
• Perform other duties as assigned.

• High school diploma, GED, or equivalent experience.
• At least one year of applicable work experience.
• Excellent interpersonal, customer service, prioritization, and problem-solving skills.
• Ability to succeed in a fast-paced, high-volume environment with frequent customer contact.
• Spanish-language skills and call center experience strongly desired.
• Additional training in office systems or other post-high-school education preferred.
• Ambulatory or primary care experience is a plus, but not required.

Every employee plays a role in putting patients first. You will join an organization committed to high-quality, safe care; respect and dignity; collaboration; accountability; professional growth; and service excellence for our local and global communities.

The Phyllis Jen Center is located on the Brigham and Women's Hospital main campus at 75 Francis Street in Boston. This position becomes 20% hybrid—one remote day per week—after six months.

Remote Type

Hybrid

Work Location

45 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

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.