Practice Assistant II

Site:
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.

Join our collaborative and fast-paced specialty care team! We are seeking an experienced Practice Assistant to support our busy Cardiology and Urology practices. In this highly visible, patient-facing role, you'll be an important part of the patient experience, assisting with check-in and check-out, scheduling, copay collection, and other front-desk responsibilities. The ideal candidate is personable, organized, comfortable working in a high-volume environment, and able to balance multiple priorities while providing excellent customer service.

Previous healthcare or medical office experience is strongly preferred, and Epic experience is a plus.

As a Practice Assistant II, you'll play a vital role in creating a welcoming, well-coordinated experience for patients and families while supporting clinicians in a fast-paced, mission-driven environment.

• Processes patients arriving for appointments. Verifies appointments, reviews both registration and fiscal database information, updates on-line information as appropriate and issues correct encounter/billing form specific to the patient's appointment. Operates computer terminal and must be proficient in multiple practice management systems.
• Warmly greets patients and performs administrative tasks necessary to ensure needed information for a successful visit such as availability of the medical record, appropriate forms, referrals and other actions needed to maintain flow of the clinic.
• Maintains all provider clinical appointment schedules according to master schedule and adjusts them in a timely fashion as needed. Schedules patients for appointments within the Specialty Clinic and facilitates appointments for patients to external referral agencies.
• Coordinates the site-specific patient intake forms and forwards to the appropriate provider. If appropriate, ensures that medical records are in order for the daily appointment schedule.
• Performs all check-out functions, including but not limited to scheduling follow-up visits within the Specialty Clinic, as well as appointments in other departments and outside the hospital.
• Provides support and information to patients and providers to problem solve and manage complex administrative issues.
• Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.
• Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
• Schedule patient appointments and coordinates the scheduling of diagnostic testing.
• Ensure the completeness of all required benefits eligibility, waivers, etc.
• Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
• Understands financial services and self-pay resources and provides patients with information as needed.
• Provide cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed, performing all check-in and check-out functions as outlined by the BWH Front Desk Standards of Operations.
• Answers incoming telephone calls in a timely fashion, as needed.
• Assists with training and orientation of new staff, where applicable.
• Works on special projects as directed.
• Performs all other duties & tasks as assigned.

Education:

High School Diploma or Equivalent required.

Can this role accept experience in lieu of a degree?

No Experience.

2-3 years office experience required.

• Proficiency with all Office Suite, Knowledge of office operations and standards, and understanding of office procedures, including filing, copying, scanning, printing, and faxing.
• Ability to use the phone system, manage more non-routine phone calls, and solve routine issues as appropriate.
• Communicating effectively in writing as…