Practice Assistant II, Call Center, Endoscopy

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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.

Job Summary The Practice Assistant II utilizes all aspects of the scheduling system including booking appointments with appropriate providers within scheduled timeframe and ensures accurate and complete information is entered. The Practice Assistant II triages phone calls to the appropriate individual/area being courteous and professional and takes messages utilizing appropriate forms in a legible and accurate manner. The Practice Assistant II provides patients with accurate information regarding the preparation for procedures and ensures that the prep instructions are sent to the patient in a timely manner.

Qualifications High school diploma or GED required; post‑high school education preferred. A minimum of one year of applicable work experience is required. Additional training in office systems is preferred. Knowledge of practice operations and standards. Understanding of procedures including filing, copying, scanning, printing, and faxing. Ability to use phone system (answer and screen calls, put on hold), answer routine questions, and give routine information.

Ability to interpret information as appropriate, answer routine questions in the most professional manner, and communicate professionally, courteously, clearly, and concisely. Ability to manage work processes neatly and orderly and sort and alphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems. Ability to correspond and communicate with others clearly and effectively in writing (via e‑mail, memo, or interoffice note) and to take complete and accurate messages.

Ability to type and enter data at an entry‑level. Entry‑level understanding of applicable systems. Understanding of the appropriate use and importance of related forms. Basic understanding and use of medical terminology. Basic comprehension of insurance types and referral process. Basic comprehension of registration and fiscal information. Knowledgeable and compliant with all hospital, State, and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

Must have the ability to function effectively in a fast‑paced and challenging environment with a large group of physicians involved in academic work and patient care. Must have a positive outlook and demonstrate sound judgment. Must respect strict confidentiality of patients and medical information and records. Must be able to respond to the needs and provide assistance to others when called upon.

Receivers and directs all incoming calls politely, identifying the Endoscopy Center and stating name. Responsibilities:
Prepares, organizes, and maintains hospital records, paperwork, and/or medical records. Ensures compliance with all hospital policies including patient confidentiality and attendance/punctuality. Maintains department service standards, with particular attention to personal/behavioral, staff teamwork, and patient‑staff interaction guidelines. Identifies and articulates to all leadership, management, and physician teams any potential barriers (both clinical and non‑clinical) to safe, efficient, and proper patient…