Medical Admin Assistant III

POSITION SUMMARY:

With minimal direction from Manager or Director, works independently to support physicians in a high-volume ambulatory clinic setting, functioning as the primary interface between patients and providers. Also provides leadership and guidance to other MAAs. Emphasis is placed on the ability to stay organized and to prioritize administrative tasks related to patient care. Role requires management of confidential patient information, scheduling patient appointments, answering phones with the highest level of customer service, checking patients in and out of appointments, collecting copayments, scheduling surgeries and other ancillary services, and helping to manage incoming information via phone and fax.

ESSENTIAL FUNCTIONS:

• Perform administrative front desk duties with the highest level of customer service, including but not limited to greeting patients and families, checking patients in and out for services, collecting copayments, and ensuring proper referrals and authorizations/financial clearance in place for scheduled services. Collect and verify accurate information from patients, prioritizing and communicating to clinical staff as needed.

• At end of visit, ensure proper follow-up services are scheduled and check out, and help provide patients with any post-appointment information or instructions requested by the physician and services team. Print and hand patient after visit summary report after scheduling follow-up visits, tests, and surgeries.

• Provides leadership and direction to other MAAs; covers for team lead in their absence and participates in onboarding/training for new MAA hires to the department.

• If instructed to support one particular provider or set of providers in the office, coordinate physician clinic schedules with their academic and personal schedules; this may include managing clinic sessions, surgical block time, on-call duties, meetings, travel, and other commitments.

• Obtain or prepare medical records in advance; ensure that all documents, including internal and external records, are in order and incorporated into electronic patient record in a timely fashion. If any item is missing prior to day of appointment, contact patient to obtain. Confirm surgeries prior to date of service and ensure patients have all necessary instructions and directions, per physician instruction.

• Help to triage incoming questions from patients via phone and fax; seek guidance from provider, clinical staff or Practice Manager as appropriate. This includes daily monitoring of incoming messages in the electronic medical record system; timely response is expected. Also assist with sending communications out to referring providers and patients as necessary (for example, prior visit notes to referring providers).

• Provide support to other colleagues in the office; help to cover and fill in as needed if other staff members are out of office, per instruction from Practice Manager.

• Help to triage issues and patient complaints as they arise; alert Manager or Director for guidance. May require real-time service recovery with patient and family.

• Monitors levels of administrative supplies at front desk and alerts Manager if orders need to be placed.

• Close out copayment collection/cash drawer at end of day, per office protocol.

• Maintain patient confidentiality at all times, by phone, in discussion and by electronic distribution of information.

• Perform other projects as assigned by Manager or physicians.

WORKING CONDITIONS: Patient care/clinical environment. High volume of interaction with patients, visitors, physicians, and other professional and ancillary staff.

About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Qualifications

Bachelor's degree or equivalent combination of education and experience required. Requires 5 years of experience in a medical administrative position within a busy medical service/department. Excellent verbal communications skills required for the telephone, interaction with patients and others; strong organizational skills a must.

EEO Statement

EEO Statement:



Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. 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