Clinic/Practice Assistant Senior
Job Description
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
Receiving general direction from the Practice Manager, this position is responsible for the operational and organizational coordination of the HOPE Clinic, a perinatal and pediatric clinic for women with substance use disorder and their families. The Patient Services Coordinator will be part of a collaborative care team of a social worker, recovery coach, physicians, midwife, nurse case manager, and resource specialist who facilitate obstetric, pediatric, psychiatric, and addiction care for all patients of the HOPE Clinic. Drawing on a broad understanding of hospital policies and displaying a high degree of initiative and independent judgment, the Patient Services Coordinator coordinates the day-to-day administrative needs of the clinic and manages a wide range of service issues on a daily basis.
Qualifications
PRINCIPAL DUTIES AND RESPONSIBILITIES:
During clinic sessions, the Patient Services Coordinator staffs the front desk and performs all check-in and -out functions, as outlined by the MGH/MGPO Front Desk Standards of Operations. Has primary responsibility for answering clinic phone calls during business hours.
Schedules patient appointments and creates/updates provider schedule templates in Epic.
Completes reminder phone calls for patient appointments, including COVID-19 screening.
Support RN care manager and clinical staff in completing administrative tasks to enable clinic to function, including but not limited to:
- working with patients and pharmacies to trouble shoot prescription issues;
- supporting insurance prior authorization process and approval;
- supporting staff in WIC paperwork and other pediatric referrals
- drafting letters of engagement;
- managing paperwork for community referrals including releases of information;
- ensuring collection of outside records upon direction from RN;
- collaborating with research team around patient logistics
- assisting patients with transportation (PT1 forms)
- organizing meetings with patients and clinical team members as directed
Understands all HMO, Managed Care and other Third Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
Understands financial services and self-pay resources and provides patients with information as needed.
Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification, co-payment collection, cash management, encounter form reconcilement, etc.
Maintains confidentiality and privacy, which is consistent with HIPAA guidelines. Maintains highest level of professionalism at all times and operates with discretion when working with patients and families with history of substance use disorders.
Prepare necessary appointment materials, such as MassPAT records, Release of Information forms, intake documentation, PROMS, etc.
Coordinates the scheduling of diagnostic testing.
Coordinates and tracks referral appointments and visits. Field new referrals from outside sources, including checking the Ambulatory Referral Order Workqueue three times per week.
Sends paperwork from clinic to Health Information Management to be scanned into the medical record.
Manages the HOPE Clinic patient database, keeping it up to date.
Utilizes various communication threads appropriately/as outlined (pager, EPIC, Microsoft Teams, emails)
Provides training and orientation to new staff, where applicable.
Provides cross coverage for other SUD practices for absences, vacations, etc. and during variations in workflow, as needed.
Works on special projects as directed.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
- /
Grade
4
EEO Statement:
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.