Practice Assistant

Mass General Brigham · United States

Site: Brigham and Women's Faulkner Hospital, Inc. 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 The Outpatient Psychiatry Practice Assistant is responsible for patient flow and resource utilization for the Brigham Psychiatric Specialties (BPS) clinic. This includes providing clinical administrative support for evaluating and treating patients for a broad range of psychiatric conditions, including mood, anxiety, stress-related, psychotic, and substance use disorders. This role provides comprehensive support for the following services: Partial Hospital Programs (Psychiatry and Addiction), Addiction Recovery Program (ARP), Outpatient General Psychiatry, Neuro-Psychiatry, Interventional Psychiatry, Gender Diversity Clinic, Urgent Care Walk-In Clinic, and Psychology Assessment and Research Services. Does this position require Patient Care? No Essential Functions:

• Manages the front-end administrative setup, flow, and breakdown of daily departmental operations, including but not limited to answers incoming phone calls and responds to voicemails, distributes incoming mail to department colleagues, uses hospital pager system, sends patient and provider letters, and maintains a neat work area.
• Collaborates with all hospital staff members including other clinical departments; assists with inter-departmental requests and liaises with outside provider agencies to address patient needs.
• Provides professional, accurate, and attentive service to patients greets patients, responds to patient inquiries via phone calls and/or electronic messages, schedule appointments, coordinates medication refills, facilitates Patient Gateway enrollment, and facilitates prior authorization approvals.
• Effectively utilizes all functions in Epic, the electronic health record, and other technology:
• Respond to messages and document communication with patients and providers
• Scan patient consent forms, release of information (ROI) forms, documented health information and/or medical records into patient charts.
• Compose and draft clinical information
• Access clinical information protected under 42CFR
• Maintains and fosters a positive relationship with providers and interdepartmental staff to ensure quality patient care in a comprehensive
• Exercises discretion and integrity when handling confidential or sensitive matters.
• Identifies and uses critical judgment when escalating patient care or safety issues to providers and administrative leadership to resolve concerns in a proactive manner.
• Familiar and well-versed with the outpatient clinic services and operations, hospital resources, and policies to accurately direct clinical staff and patients.
• Maintains compliance with all hospital policies and state and federal regulations (HIPAA, 42 CFR) at all times.
• Assists with identifying and removing barriers to a safe environment in the outpatient clinic.
• Ensures equipment in work area is functioning; submits work orders or repair requests when necessary.
• Opens consult rooms daily for provider use based on room assignment.

• Proficient with using a computer and a range of computer applications; including Microsoft Office.
• Demonstrates accuracy, thoroughness, and orderliness in performing work assignments with a strong attention to detail.
• Self-motivated and creative in crafting new approaches to solve problems.
• Diffuses potentially volatile situations in a skillful and proficient manner.
• Excellent interpersonal skills and ability to work effectively with a diverse group of providers, patients, visitors, and hospital staff.
• Discerning with sensitive and confidential nature of Psychiatry department; handles all matters with utmost discretion.
• Adept time management skills; prioritizes urgency and meets fast-approaching deadlines in a sometimes challenging environment.
• Displays professional verbal and written communication skills with patients, providers, and staff.
• Flexible and adaptable to the evolving nature of the outpatient clinic.
• Knowledge of medical terminology preferred.
• Adheres to all I CARE Standards.
• Mostly sedentary work; occasional walking and standing required.