Mass General Brigham seeks a Practice Assistant II to perform both administrative and clinical functions for The McLean Hospital Corporation’s Pain Management Center. You will support smooth and efficient clinical service operations in a pain management call center, answering incoming calls and scheduling appointments.
What You'll Do
- Answer incoming calls in a timely manner, adhering to departmental service standards.
- Schedule appointments for patients, including initial visits, follow-ups, procedures, and ancillary appointments (MRI, CT scan, EKG).
- Follow protocol for scheduling new patients, confirming demographic and insurance information.
- Communicate with providers and nursing through clinical messages regarding medication refills, procedures, and prior approvals.
- Perform check-out functions, including scheduling follow-up appointments.
- Assist in training new staff on telephone, EPI, NEHAN, and Patient Gateway/My Chart systems.
- Serve as liaison among patients, physicians, and other care providers for scheduling and urgent requests.
- File, copy, scan medical records, run errands, and assist in patient flow at the reception desk.
- Schedule new patient referrals via fax, phone calls, emails, and the pain management work queue.
- Calculate doctor totals weekly for upcoming weeks.
- Scan new patients' medical records in preparation for upcoming consults.
- Ensure daily coverage of BWH Center for Pain Medicine phone lines.
- Obtain and verify patient demographic and fiscal information.
- Verify active referrals in the system when required.
- Ensure accuracy of all new patient records and associated testing.
- Follow HIPAA guidelines for patient privacy and confidentiality.
- Identify urgent high-risk medical problems during calls and obtain appropriate clinical support.
- Participate in prescription management tasks, including refills and prior authorizations.
- Complete necessary paperwork and schedule OR surgical cases.
- Manage provider templates for clinics and OR block time.
- Identify missing or incomplete clinical orders needed for scheduling.
- Appropriately utilize organizational resources including time, supplies, and equipment.
What We're Looking For
- High School Diploma or Equivalent.
- 2-3 years of office experience.
- Proficiency with Microsoft Office Suite.
- Knowledge of office operations, standards, and procedures (filing, copying, scanning, printing, faxing).
- Ability to use phone system, manage non-routine calls, and solve routine issues.
- Effective written and verbal communication skills.
- Ability to understand work-related documents and compose/edit emails, memos, and letters.
- Good time management and organizational skills to manage multiple tasks effectively.
- Ability to follow established protocols and work within systems.
Technical Stack
- Microsoft Office Suite
- Telephone system
- EPI, NEHAN
- Patient Gateway/My Chart
- LMR (Longitudinal Medical Record)
Team & Environment
You will be part of the PMC (Pain Management Center) team, providing administrative support for 5-6 attending physicians and reporting to a Manager/Supervisor.
Work Mode
This is an onsite role located at 850 Boylston Street.
The Brigham and Women's Hospital, Inc. 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.
