Practice Assistant

Mass General Brigham Front Desk Patient Services 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

Performs both administrative and clinical functions to support smooth and efficient clinical service or practice operations under close to general supervision. Performs basic clerical work and tasks that are repetitive and routine. Administrative duties related to patient visits including scheduling, check-in, check-out duties. Actual job duties may vary by Department.

Essential Functions

• Perform routine administrative and clerical duties relating to a clinical service or physician practice office.
• Make patient appointments and maintain appointment records.
• Greet and assist patients.
• Answer telephones, assist callers with routine inquiries, and schedule appointments.
• File materials in patient folders, and print appointment schedules.
• Process patient billing forms and scan documents to patient medical record/LMR.
• Call for patient medical records and laboratory test results.
• Open and distribute mail or faxes.
• Type forms, records, schedules, memos, etc., as directed.
• May be required to accept co-payments.
• Handles, screens and/or takes messages related to prior authorizations, referrals, and verify registrations for accuracy.
• May monitor patients in waiting room and responds to any needs for information.
• Assists in patient flow processes.

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Experience

healthcare office experience 0-1 year required

Knowledge, Skills and Abilities

- Basic 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 phone system and 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, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take 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.

Additional Job Details (if applicable)

Front Desk Responsibilities (75%)

The PSC is responsible for greeting patients as they arrive for appointments as well as completing patient check-in and check-out processes in a timely manner. Specific tasks include:

Check-In

Verifies patient identity upon patient initial check in by using two patient identifiers.

Checks patient insurance type comparing what is listed on insurance card and what is listed in EPIC system. If there is a discrepancy, informing the patient to call the RRC line.

Verifies if patient is under worker's compensation insurance and confirms worker's comp information is correctly entered into EPIC.

Verifies demographic information, ensuring referral on record, and accuracy of clinical information.

Collects patient co-pays on every patient and if co-payment is not collected denotes reason in visit documentation.

Assists and ensures patients complete PROMS questionnaires as needed.

Issues any additional relevant intake forms and ensures completion.

Checks patient's enrollment status in Patient Gateway & assists with enrollment process.

Arrives patient in EPIC.

Always moves patient in Ambulatory Patient Tracking to reflect accurate patient location throughout the patient's visit.

Verifies casting and radiology orders at time of check-in and sends patients directly to cast room or radiology, if necessary.

Uploads external radiology discs and copies radiology report scanning into Epic.

If patient brings in outside medical record, make photocopy and scan into Epic.

Keeps patients in waiting area accurately up to date on provider wait times by updating location specific wait time board and by also making verbal announcements.

Check-Out

Upon patient check-out reviews follow-up information entered by provider and schedules follow-up appointment if needed to location where patient will be returning (i.e., Boston, Danvers, FXB, Waltham).

Confirms next appointment date and time with patient and hand documentation of next visit (i.e., hands business card with appointment date and location or prints out appointment confirmation page).

Prints Visit Summary report and hands directly to patient.

Practice Operations (25%)

In addition to the check-in/check-out processes, the PSC is responsible for additional administrative tasks in between front desk responsibilities as well as during light clinic days:

Daily/Weekly Activities

Prepares/creates patient charts (intake forms, last clinic note, MRI/CT report, etc. as provider directed).

Checking the DAR 1-2 days prior to patient appointments to confirms patient's insurance type is contracted with our service by running EPIC report. If insurance is not active or non-contracted, alerting Administrative Manager and notifying patient to contact Financial Services.

Assists with scanning of medical records/documentation into EPIC.

Take inventory of all iPads used for PROMs and return to designated charging location and/or locked storage.

If prompted by MA or provider, PSC calls patients in advance of visits to let them know if clinic is running late.

Updates provider specific patient wait time board throughout the day.

Responsibilities for clinic opening: Unlock door and turn on lights.

Responsibilities for clinic closing: Lock door and turn off lights.

Provides lunch coverage and ensures that at least one person is always at the front desk.

Responsible for remaining in clinic late if clinic runs past scheduled end time.

Responsible for arriving early should clinic schedule call for an earlier start time.

Maintains a clean and professional looking front-desk workspace (i.e., no personal items in view of patients, no cell phone usage in front of patients).

Back-up Coverage and Miscellaneous Projects

Answers phones and directs calls as appropriate.

Attends regular staff meetings.

Assists with coverage needs as directed by Administrative Manager.

Provides information to patients, visitors, and hospital personnel, observing hospital and departmental policies and procedures.

Performs all other duties that are practice specific and are appropriate to this level of position.

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 (