Clinic/Practice Assistant II - Front Desk Coordinator

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

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Experience
Office experience 2-3 years required

Knowledge, Skills and Abilities
- 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 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.

• Answer all incoming phone calls in a polite and courteous manner.
• Triage all phone calls appropriately throughout the division and hospital.
• Page Physician Assistants with medical questions from patients, in accordance with protocol.
• Schedule patients for outpatient clinic appointments, both in person and over the telephone, in as timely a fashion as possible and in accordance with the Attending’s directions.
• Thoroughly create and schedule all coordinating chest x-rays and chest CT scans for the outpatient clinic appointments mentioned above, also in as timely a fashion as possible and in accordance with the Attending’s directions.
• Clearly communicate appointment/imaging information to patients both at time of booking, as well as during confirmation calls
• Check-in patients, including collecting from patient any medical records or updates to their demographics/care team, and collecting any applicable copays.
• Check all patient insurance eligibility and work with Insurance Coordinator to obtain all necessary referrals/authorizations
• Maintain “No-Show” list and "Unscheduled Radiology Orders" list - make notes in Epic and/or send letters as necessary in regard to patient no-show’s/cancellations.
• Contact patients on “Bump” list according to “Bump” list protocol, making notes in Epic appointment message and/or mailing letters as necessary according to said protocol.
• Work with Insurance Coordinator to request, financially clear, obtain and upload any outside Radiology scans for established patients.
• Check Front Desk voicemail throughout the day, and follow up on all voicemails by 5pm.
• Prepare all temporary charts for established patients’ office visits prior to clinic. Assemble all charts for late add-on’s and walk-in’s. Disassemble charts after clinic and scan any medical records received and/or created during patient’s visit.
• Communicate with the clinic team, including manager, all patient precautions that the clinic needs to be aware of in regards to treatment.
• Fax/mail all medical requests to the requesting facility or Physician, in accordance with HIPAA guidelines and regulations.
• All other duties as assigned by manager.

Pay Range

Grade

Mass General Brigham Competency Framework