Practice Assistant II - Pediatric Access Center

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 Reporting directly to the Mass General Brigham for Children (MGBfC) Pediatric Specialties Administrative Director and receiving general direction from the lead Patient Services Coordinator, the MGBfC Access Center effectively directs patient access to practices within MGBfC. This individual will be required to manage the flow of new patients into the Pediatric system by answering, screening, triaging and/or processing a high volume of incoming calls. Requires discretion and judgment to organize priorities complete tasks and handle confidential patient information. Patient care responsibilities include scheduling patient appointments for multiple pediatric specialties with the potential to expand to other practices in the future. This will include the need for simultaneous scheduling of multiple Pediatric specialists as appropriate for multispecialty clinics or as part of routine discharge instructions; performing necessary limited registration functions in collaboration with the PSC; managing the collection of patient information required for treatment; triaging patients for scheduling as indicated by established protocols; and communication of issues or information updates as necessary. As a first point of contact for the MGBfC practices, the position requires excellent customer service skills, a broad knowledge base, independent thinking, and problem-solving skills. The incumbent interacts extensively via phone with referring physicians and their office staff, parents/patients, MGBfC support staff, MGBfC professional staff, and others. Scheduling • Schedule patient appointments/procedures for providers in multiple practices within the MGBfC system using the appropriate scheduling system (Epic) • Applies complex algorithms and guidelines specific to each practice to patient and physician calls to triage appropriately for scheduling or connection to a clinical provider. • Coordinating appointments with multiple clinicians as necessary. • Coordinate scheduling urgent appointments with Practice Managers and Practice Nurses or Staff. • Distributes patient information, maps etc. in a timely manner prior to patient appointments if necessary. • Answers patient/parent questions regarding appointments as appropriate. • Applies knowledge and independent judgment to schedule patients with the appropriate practice location and provider. • Arranges for interpreter services as needed as part of appointment scheduling. • Gathers the necessary referral information and creates referral shells as necessary. • Handles confidential information in compliance with HIPAA guidelines and explains MGBfC policies when necessary • Communication of cancellations, schedule changes, etc. to all affected departments. • Attends staff and/or team meetings as required and contributes in a positive manner, consistently focusing on constructive feedback and quality improvement. Registration and Referral Management • Responsible for complete knowledge and understanding of the registration process for use in the education of patient callers and setting expectation around the registration process. • Limited registration of patients as necessary in collaboration with the Registration Department. • Maintains complete understanding of the Patient Financial Resources available and refers patients to Financial Services for application for Medicaid or Free Care as appropriate. • Possesses a thorough knowledge of managed care/third party insurers. Qualifications Education High School Diploma or Equivalent required Experience office experience 2-3 years required High volume call center experience 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 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) Department: Pediatric Access Center Schedule: Monday - Friday | 8:00am - 5pm | onsite Compensation: The pay rate for this position starts at $20.00 per hour, with increases based on the candidate's years of experience. Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more! Remote Type Onsite Work Location 55 Fruit Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $17.71 - $24.94/Hourly Grade 3 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 1200 The General Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io. 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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.