Transplant Clinic/Practice Assistant II

The Clinic/Practice assistant will provide high-quality customer service for all patients. The Clinic/Practice assistant will support all aspects of physician practice for clinical care management. Facilitates and schedules all patient appointments, including surgical and ancillary tests, obtaining referrals, authorizations, and pre-certifications as needed. In addition to analyzing office systems, workflow, referral pattern enhancement, this position involves responsibility for helping with the process enhancement of the transplant clinic in all its activities. Requires discretion and judgment to organize priorities, complete tasks, and handle confidential patient information. Manages high-volume phone lines and workload professionally and courteously.

• Schedules patient office appointments, using Cadence scheduling system via Epic.
• Orders/coordinates/obtain outside medical results and any additional clinical information needed to ensure efficiency and accuracy of evaluations.
• Sends out confirmation/reminder letters in advance of appointments and surgeries.
• Answers patient/family questions regarding appointments
• Directs all procedural and pre-operative calls to clinical staff as appropriate.
• Reviews patient insurance and referrals in Epic when scheduling visits.
• Tracks referrals and ensures insurance information is obtained and verified before the appointment.
• Provides reassurance to patients and families regarding visit course and follow-up communication contact.
• Photocopies and files patient-related paperwork within clinically defined medical records in an accurate and timely manner.
• Ensures patient confidentiality; works within HIPAA-compliant procedures.
• Cross-covers for other staff members for breaks, lunches, vacations, etc., and during variations in the workflow as needed.
• Provides coverage and support to physicians and administrative staff during new outreach clinic start-ups.
• Diplomatically handles sensitive and confidential issues among staff; involves department management as necessary.
• Communicates both internally and externally to efficiently provide follow-up appointments and referrals to multidisciplinary practices.
• Trains and orients new staff to ensure best practices and compliance with internal and MGH policies and procedures.
• Works with departmental manager on special projects as directed
• Participates in meetings and process improvement projects.

Education
High School Diploma, Associates/Bachelor's Degree or Equivalent required

Experience
Office experience 2-3 years required

EPIC Experience preferred

Knowledge, Skills and Abilities

- Spanish/Haitian Creole speaking preferred
- 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/collaborating 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.
- Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems in a high volume office environment