Sr Practice Assistant at Partner's Healthcare in Boston, Massachusetts

Job Description:

Site: The Brigham and Women's Hospital, Inc.


At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.


At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.



Job Summary
1. Review all new telephone encounters and Patient Gateway messages to ensure accuracy, clarity, and completeness. 2. Edit and complete telephone encounters by referencing the Epic chart or reaching out to the caller when necessary. 3. Complete any task or request that is within the scope of your position. 4. Problem solve as needed. 5. When dealing with patients who have called before for the same issue without resolution, call the patients to confirm that you are in receipt of their message and work with clinic leaders to either set a realistic response time or to prioritize resolution. 6. Utilize Access Center and clinic quality assurance feedback mechanisms to flag messages that were not documented accurately, are not clear or were incomplete. 7. Work collaboratively with the RNs in our clinics to ensure that the messages they receive are appropriate. 8. Work to ensure that messages that are routed to Providers are appropriate.



Qualifications


1. Strong organizational skills 2. Strong communication skills 3. Excellent oral and written skills 4. Ability to effectively respond to time sensitive and confidential issues. 5. Ability to work both independently and as a member of a functional team. 6. Ability to develop into a subject matter expert to resolve routine administrative requests. 7. Ability to develop into a subject matter expert to schedule into multiple specialties. Ability to develop as an Epic EMR subject matter expert to navigate the electronic medical report to improve message quality and accuracy.



Additional Job Details (if applicable)


Additional Job Description



Remote Type


Hybrid



Work Location


15 Francis Street



Scheduled Weekly Hours


40



Employee Type


Regular



Work Shift


Day (United States of America)



EEO Statement:


The Brigham and Women's Hospital, Inc. is an Affirmative Action 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. 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.



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.