Clinic/Practice Assistant II

• Will be supporting multiple physicians in within the department and support coverage of the departments ACD line.
• Serves as a liaison for patient/family/provider with an emphasis on superior customer service and a high standard of timely communication and response.
• Interacts in a courteous manner with physicians, nurses, and administrative staff within and outside of MGH to coordinate care of patients, obtain referrals, provide feedback, answer questions, etc.
• Triages and manages complex telephone calls, utilizing courteous customer service skills. This includes the responsibility to collect detailed information provided by patients, internal/external providers, and others to either resolve problems directly or ensure appropriate escalation to clinicians or management.
• Schedules patient appointments and manages changes ranging in complexity from one appointment to multiple coordinated appointments/tests/procedures. Prepares and sends follow-up appointment reminder communications to patients in a timely manner via Patient Gateway or mail.
• Coordinates the scheduling of diagnostic testing and procedures.
• Communicates/confirms dates, locations, pre-procedure requirements, etc. to patients via Patient Gateway, telephone, and/or mail. Tracks, collects, and delivers required pre-procedure clinical data and results within timeframes specified.
• Performs the daily management of EP's Epic Front Desk InBasket pool and other staff messages.
• Coordinates and tracks new referral appointments. Manages multiple associated work queues.
• Recognizes emergencies and appropriately responds using standard operating procedures and critical thinking skills.
• Provides support and information to providers (MDs, fellows, advanced practice clinicians, RNs) to problem solve and manage complex administrative patient issues
• Communicates proactively and responsively with front desk staff and medical assistants in the ambulatory clinic setting.
• Responds to requests from physicians' offices, family, MGH revenue groups, or government agencies for letters of medical necessity, letters to schools, copies of medical records, etc.
• Understands patient financial services and international resources and provides patients with information as needed.
• Provides cross coverage for other EP administrative staff members for absences, vacations, etc. and during variations in workflow, as needed.
• Maintains physicians' calendars, coordinates & communicates schedule with lab and practice locations as necessary
• Maintains confidentiality and privacy, which is consistent with HIPAA guidelines.
• Assists with training and orientation of new staff, when applicable.
• Participates in periodic staff meetings or other departmental meetings.
• Identifies and communicates to leadership issues of process creating inefficiencies within the practice, and assists in their resolution
• Performs other duties and/or works on special projects as assigned.

Education
High School Diploma or Equivalent required

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

Experience
office experience 2-3 years 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 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.