At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.
Job Summary The Senior Practice Assistant performs a wide range of duties pertaining to building provider's scheduling templates and will be called upon to perform in-depth analysis of template management workflows and auditing to support the governance of template features within Orthopaedics. Utilizes ACD lines to schedule all patient appointments expediently and professionally, adhering to service level standards. Provides excellent customer service. Ensures customer satisfaction and compliance with departmental and service standards.
Qualifications
Performs hands-on scheduling for local needs, including managing work queues and patients through BWH Connection.
Provides support to Orthopaedics to ensure an efficient, high-quality, and safe experience for patients, providers, and staff.
Solid understanding of the MGB Orthopaedic Decision Tree and BWH Ortho Spine Decision Tree to assist in identifying any subgroup discrepancies.
Ability to work with project team members to resolve discrepancies with decision trees and templates.
Utilize and train staff MGB Orthopaedic Decision Tree and BWH Ortho Spine Decision Tree to ensure the patient is scheduled with the correct provider, at the correct, location within the expected timeframe. This includes entering radiology orders and scheduling needs as well.
Daily monitoring and execution of centralized local work queues for BWH Orthopaedics.
Daily monitoring and execution of the Orthopaedic schedule mailbox.
TELEVOX Management
Daily monitoring and execution of Work queues
Complete and assign bump/rescheduling patients.
MD and Physician Assistant template management.
Daily monitoring and execution of work queue and in-basket management.
Qualifications:
Minimum of a high school diploma or GED.
A minimum of three years of medical office or administrative support experience is required.
Some additional training in office systems or other post-high school education is preferred. Associate's Degree or higher level education preferred, but not required.
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Highly proficient in all communication skills (phone, verbal, and written). Ability to handle sensitive information and situations with poise and professionalism.
Strong organizational, coordination, and judgment skills. Ability to prioritize effectively. Ability to manage multiple tasks effectively, following established protocols, and work within systems.
Advanced computer skills. Ability to use all applicable applications at the highest competency level.
Ability to problem solve and troubleshoot. Ability to analyze a situation and determine the best course of action within established guidelines.
Understanding of the appropriate use and importance of related forms.
Advanced understanding and use of medical terminology.
Advanced comprehension of insurance types and referral process.
Advanced 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.
Additional Job Details (if applicable)
Remote Type
Remote
Work Location
75 Francis Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Day (United States of America)
EEO Statement:
The Brigham and Women's Hospital, Inc. is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
