Practice Assistant II

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 Practice Assistant plays a key role in supporting the Kidney Transplant Clinic by ensuring smooth, efficient daily operations and an outstanding experience for patients and providers. This administrative position is responsible for coordinating complex clinic and surgical schedules, maintaining accurate documentation, and facilitating seamless communication across the care team. With a focus on precision, organization, and patient-centered service, the Practice Assistant helps uphold continuity of care for a highly specialized transplant population.

The role includes clinic coordination and back-office support, such as booking appointments, managing and adjusting clinic schedules, and collaborating closely with the nursing team to ensure operational readiness. The Practice Assistant handles EPIC-based workflows, responds to variable call volumes, and provides high-quality phone etiquette and customer service. Responsibilities also include conducting pre-appointment phone calls to review logistics with patients-such as driving directions and parking-to ensure they arrive prepared and informed.

Hours: 730a-4p

Hybrid schedule after the minimum 90 day training period. Three days in office, two days work from home.

Summary

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 records/LMR.

Call for patient medical records and laboratory test results.

Open and distribute unit 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,

provider questions, prescription refills, and test results.

Acts as "Super User" for scheduling, registration, and billing systems.

Provides assistance and training to others in these areas.

May perform more complex or specialized functions (i.e., surgical scheduling, schedule changes/blocking) at a more advanced competency level.

Additional responsibilities as assigned.

Qualifications

Education
High School Diploma or Equivalent required

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

Experience
2-3 years office experience 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.

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

165 Cambridge 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.