Clinical​/Practice Assistant Lead

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.

Oversees day to day operation of an outpatient clinic or practice. May assist by assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up support for a Supervisor or Manager. Provides guidance and help to others to resolve complex issues and problems.

• Performs assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up
• support for leadership.
• Acts as "Super User" for scheduling, registration and billing systems.
• Provides assistance and training to others in these areas.
• May perform more complex or specialized functions (i.e. surgical scheduling, schedule changes/blocking) at more
• advanced competency level.
• May function as a backup for clerical staff to perform routine administrative and clerical duties relating to a
• clinical service or physician practice office, and make patient appointments and maintain appointment records.
• May process patient billing forms and scan documents to patient medical record/LMR.
• Call for patient medical records and laboratory test results.
• Open and distribute unit mail or faxes.
• Type forms, records, schedules, memos, etc., as directed.
• Provides functional guidance to related team.
• Assists Supervisor with daily activities of practice staff.

• Oversee the daily administrative operations of the Thoracic Surgery practice, ensuring efficient clinic operations, patient access, physician support, and surgical scheduling workflows.
• Monitor staffing levels and daily workflow to ensure appropriate coverage across front desk, new patient coordination, physician administrative support, and surgical scheduling.
• Identify operational bottlenecks and implement workflow improvements to enhance patient access, scheduling efficiency, and staff productivity.
• Collaborate with physicians, Advanced Practice Providers (APPs), nursing, and multidisciplinary teams to support efficient clinic operations and continuity of care.
• Monitor operational metrics including telephone performance, referral work queues, scheduling timeliness, template utilization, patient access, and NP work queues.

• Provide day-to-day supervision, coaching, and guidance to administrative staff.
• Assist the Administrative Manager with recruitment, interviewing, onboarding, orientation, and retention of administrative staff.
• Provide training for new employees and ensure ongoing competency in Epic, scheduling workflows, registration, insurance, and departmental procedures.
• Monitor staff performance and provide real-time coaching, feedback, and performance documentation.
• Assist in developing staff schedules and ensure appropriate operational coverage across all clinical locations.

• Serve as a departmental resource for administrative policies, workflows, and best practices.
• Develop, maintain, and update standard operating procedures and training materials.
• Monitor patient experience trends and administrative service concerns, partnering with leadership to resolve issues and improve service delivery.
• Participate in departmental quality improvement initiatives focused on patient access, scheduling efficiency, communication, and operational performance.
• Ensure compliance with departmental, hospital, and regulatory policies.

• Partner with physician leadership and the Administrative Manager to support clinic template optimization, provider scheduling, and operational initiatives.
• Assist with implementation of new providers, clinic expansions, multidisciplinary programs, and operational changes.
• Support cross-campus collaboration between MGH and Brigham and Women's Hospital Thoracic Surgery practices.

• Responsible for…