Clinic​/Practice Assistant II

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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.

The MGB Division of Cardiac Surgery is hiring! Our Division is seeking a Clinic/Practice Assistant II to join our team as a Rotating Scheduler at our Brigham and Women’s Hospital campus. In this role, the Rotator manages incoming phone calls and provides support across multiple scheduling pathways, including new patient coordinators, surgical coordinators, and established patient coordinators.

This position is an excellent opportunity for someone interested in learning the ins and outs of scheduling within the Division while working collaboratively in a supportive team environment. If you are organized, proactive, and motivated to contribute to meaningful work that directly supports patient care and our division’s mission, we encourage you to apply.

• Answer all incoming phone calls in a polite and courteous manner, assist callers with routine inquiries, and schedule appointments. Triage all phone calls appropriately throughout the division and hospital.
• Handle patient inquiries and issues in a timely and effective manner.
• Treat all customers with dignity and respect.
• Return all patient phone calls within the same day.
• Check voicemail on assigned day and follow up on all voicemails by 5pm.
• Provide patients with progress updates on appointments, procedures, etc.
• Interact with Brigham and Women’s Hospital departments, referring clinics and physicians’ offices to coordinate services for patients.
• Greet visitors to the Division.
• Make patient appointments and maintain appointment records.
• Process patient billing forms and scan documents to patient medical record/LMR.
• Open and distribute unit mail or faxes.
• Handles, screens and/or takes messages related to prior authorizations, provider questions, prescription refills, and test results.
• Schedule patients for follow‑up/established outpatient clinic appointments in Epic as timely a fashion as possible and in accordance with surgeons’ directions.
• Create and schedule all coordinating testing and scans for the outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the surgeons’ directions.
• Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.
• Assisting the referral coordinators with managing the Cardiac Surgery Work Queues.
• Communicate with the clinic team all patient precautions that the clinic needs to be aware of in regards to treatment.
• Fax/mail all medical requests to the requesting facility or Physician, in accordance with HIPAA guidelines and regulations.
• May perform more complex or specialized functions (i.e. surgical scheduling, schedule changes/blocking) at more advanced competency level.
• If needed, collect patient data for faculty and/or the Administrative Director.
• All other duties as assigned by manager.

• Excellent interpersonal skills and flexibility.
• Excellent oral and written skills.
• Excellent team player.
• Understanding of and ability to use medical terminology.
• Computer software and word processing skills including: MS Office Suite - Outlook, Word, Excel.
• Requires an ability to work effectively with physicians, physician assistants, and other clinical and support staff.
• Strong communication and organizational skills.
• Ability to focus detailed concentrated effort to multiple projects and re‑establish priorities as necessary.
• Ability to effectively respond to time‑sensitive and confidential issues.
• Initiative and ability to work both independently and as a member of a functional team.
• Ability to collect and interpret data from patient records.

High School Diploma…