Practice Operations 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.

• Perform duties under moderate supervision with intermediate to advanced proficiency in administrative skills.
• Provide routine and more complex administrative support such as typing memos and letters, answering telephones, and taking and distributing messages.
• Coordinate calendar and schedules including coordinate calendars for several managers or coordinate events for department.
• Proofread and edit manuscripts, perform library or literature searches, and help to create and edit presentation materials. Work with less direction with ability to create more advanced material.
• Help to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process.
• Perform transcription of dictated physician notes.
• Assist with training and orienting staff as needed.
• Provide cross coverage as needed.
• Assist with special projects as directed.
• Follow HIPAA guidelines for the management of patient privacy and confidentiality.
• Other duties, as assigned.

• High school diploma or GED is required.
• Office experience of 2-3 years is desired.
• Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and 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, to correspond and communicate with others clearly and effectively (including composing/editing email, memos and letters), and to take complete and accurate messages.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.

• Respond to a variety of incoming calls to the physician's practice, 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.
• Provide patients with progress updates on appointments, procedures, etc.
• Interact with Brigham and Women's Hospital departments, referring clinics and physicians' offices in order to coordinate services for patients.
• Sort and review all physician correspondence.
• Maintain clinical and administrative meetings calendar for the physician(s).
• Assist physician with travel, lecture arrangements.
• Assist physician with submission and tracking of all business expense reimbursements in conjunction with the Finance Manager.

• Schedule new and established patient visits in Epic and diagnostic testing as required.
• Prepare and send out new patient greeting letters with appropriate paperwork for the upcoming visit.
• Prepare charts for clinic ensuring that the chart is up to date and contains all patient correspondence received prior to the visit, as well as diagnostic results.
• Notify Operations Manager and/or clinic staff to block off the physician schedule in Epic when surgeon is out of the office; inform him/her that surgeon is out of the office as soon as information is known (add this information to the MD Away Calendar as well to ensure OR time is released).
• Run patient eligibility in Epic prior to clinic to ensure patients have active insurance information on file.

• Serve as a liaison to insurance companies and provide them with all necessary information in order to obtain prior authorizations.
• Ascertain work related visits and…