Clinic/Practice Assistant Senior

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. Job Summary The Wound Care Center at Mass General Brigham provides specialized, multidisciplinary care for patients with acute and chronic wounds. The team focuses on the evaluation, treatment, and management of complex wound conditions and non-healing wounds. Using advanced therapies and evidence-based treatment plans, the department is dedicated to improving healing outcomes, preventing complications, and enhancing patients' quality of life through compassionate, patient-centered care. As a Clinic Practice Assistant, you will support this dynamic outpatient specialty practice by ensuring efficient clinic operations, coordinating patient appointments, facilitating communication between patients and the care team, and delivering exceptional customer service. This role plays a vital part in creating a seamless experience for patients receiving specialized wound care treatment. The Practice Assistant is the patients' initial contact for calls and office visits. Performs administrative duties related to patient visits, including scheduling, check-in, and check-out duties. They are responsible for the overall functions of the front desk including: scheduling of appointments and/or procedures, schedule management, and obtaining referrals and authorizations. They work collaboratively with the Medical Assistants, Nurses, Providers, and Administrative Staff. They must be capable of performing well in a fast-paced environment that demands attention to detail, excellent customer service skills, strong judgment and organizational skills. Key Responsibilities: • Handles, screens, and/or takes messages related to prior authorizations, provider questions, prescription refills, and test results, triages appropriately, assist callers with routine inquiries, returns calls in timely fashion. • Uses EPIC to arrange in-person appointments, procedures, and virtual consultations. • Verifies and ensures insurance and PCP information are correct at the time of scheduling. • Possesses knowledge of contracted insurances accepted and requirements for referrals and prior authorizations. • Scans documents to patient medical records. • Ensures appropriate referrals and prior authorizations are in place prior to appointment or procedure. Notifies patients of any issues prior to arriving for their appointment. • Performs all tasks related to the check-in and check-out: collecting co-pays or payments for procedures, verifying patient using appropriate identifiers, ensuring necessary documents are signed for the visit, arrange for interpreter services. • Oversees management of the daily clinical schedule to prevent any conflicts. • Collaborates with the Medical Assistants and Nurse to ensure patient throughput. • Performs more complex or specialized functions (i.e., surgical scheduling, schedule changes/blocking). • Monitors Patient Gateway messages, practice email, and disseminates information/request to appropriate provider/staff. • Works closely with the triage nurse for scheduling of new patient appointments. • Documents telephone encounters in EPIC. • Notifies the Admitting Department of patient admissions from clinic. • Sends patient no-show letters, office correspondence, and routinely collects incoming mail and distributes appropriately. • Maintains inventory and orders office and clinic supplies. Qualifications Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Licenses and Credentials Experience Office experience 3-5 years required Knowledge, Skills and Abilities - Strong technology and MS Office skills – Advanced Outlook, Word, Excel, PowerPoint. - 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 appropriate for the needs of the audience and Talking to others to convey information effectively. - Understanding written sentences and paragraphs in work-related documents, corresponding and communicating with others clearly and effectively (including composing/editing e-mails, memos, and letters), and taking complete and accurate messages. - Managing one's own time and the time of others. - Well-organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems. - Ability to proofread and edit written documents. Additional Job Details (if applicable) Physical Requirements Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote Type Onsite Work Location 15