Sanders IMPACT Practice Center Front Desk Assistant (IHP Staff)
MGH Institute of Health Professions
Application
Details
Posted: 04-Jun-23
Location: Boston, Massachusetts
Salary: Unpaid
Internal Number: 3246185-3499_1685722914
Role Summary
The Sanders IMPACT Practice Center (IPC) Front Desk Assistant, under the supervision of the IPC Program Manager, provides general administrative support in our interprofessional center, housing both a pro-bono educational practice center as well as a satellite location for Mass Eye and Ear audiology practice. This person functions as the first point of contact for the patients, clients and families that receive services at the IPC. The emphasis is placed on the ability to communicate effectively with faculty, students, staff, researchers, and clinic visitors, including parents of children and those with a broad range of disabilities. This person plays a key role in managing the patient and client experience through reception/administrative support. We are looking for a well-rounded customer service professional who can multi-task, prioritize, and thrive in a community-based educational practice learning environment.
Under the supervision of the Mass Eye and Ear (MEE) Practice Manager, this position also provides administrative support two days a week to the MEE satellite clinic within the Sanders IPC. The 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, and other ancillary services. Emphasis is placed on organization and the ability to prioritize tasks related to patient care and student training.
About our Center: The Charles A. & Ann Sanders IMPACT Practice Center is located at 2 Constitution Warf, Charlestown. The center is part of the MGH Institute of Health Professions which is the clinical education practice arm of Mass General Brigham. The purpose of the center is to connect high-quality academic training in the health professions to rich interprofessional supervised practice environments within and outside the campus to community partners in order to bridge service gaps experienced by a diverse society along the healthcare continuum. The Massachusetts Eye and Ear Infirmary satellite audiology clinic is the most recent addition to the services provided in the center in support of clinical audiology training and service delivery.
Duties & Responsibilities:
20% (general duties)
Greet all clients, patients, research participants, caregivers, and visitors to the Center in a professional, timely, positive, and respectful manner.
Triage incoming questions from patients via phone and fax; seek guidance from providers, clinical staff as appropriate. This includes daily monitoring and timely response of incoming messages in the electronic medical record system. Also assist with communications to referring providers and patients as necessary.
Assist clients with their paratransit service arrangements, as needed (MBTA-The Ride, Uber, Lyft, taxi, etc.).
Ensure all clients, patients, and visitors have exited the building in order to officially close the Center for non-IHP employees or students.
Identify opportunities for improvement and provides cross-coverage of team's work, as appropriate.
Perform other related duties incidental to the work described herein.
30% (Duties specific to MEE Audiology clinic)
Perform all check-in and check-out functions, including communicating the arrivals and departures electronically with MEEI clinicians as well as collect and reconcile copayments, and ensure proper referrals and authorizations/financial clearance for scheduled services.
Collect and verify accurate information from patients, prioritizing and communicating to clinical staff as needed.
Ensure post-appointment procedures are followed to include providing information or instructions from clinical services team and scheduling follow-up services at check-out.
Obtain or prepare medical records in advance; ensure all documents, including internal and external records, are in order and incorporated into electronic patient record in a timely fashion.
Assist with supply and equipment ordering and inventory management for the audiology clinic.
50% (Duties specific to IPC centers)
Help with special equipment and room set-up as requested by the IPC Program Manager.
Assist with supply and equipment ordering and inventory management for the IPC.
Function as a "Super User" for the Institute's electronic health record system, utilizing the system for client administrative management and supporting others' in learning and using the system.
Assist with visitor welcome experience, including temporary badge access, parking validation and contacting the IHP host sponsoring the visit.
Direct visitors and guests to meeting location when needed.
Perform data entry and other ad hoc duties, as requested.
Process client satisfaction questionnaires.
Qualifications EDUCATION:
High school diploma or equivalent required, associate preferred, with minimum of 2 years of administrative/front desk or medical administrative support is preferred.
Familiarity with the health care environment, terminology, and higher education preferred.
Skills/Abilities:
a) Administrative Skills-
Demonstrated strong interpersonal, organizational, communication, and time management skills.
Ability to provide excellent customer service.
Ability to work collaboratively and independently and with little or no supervision.
Ability to problem-solve and function as a resource to other members of the team.
Seeks guidance and direction appropriately.
Ability to prioritize effectively and exhibit composure in a fast-paced environment.
Ability to handle confidential material and serve as a professional, courteous, and efficient point of contact for persons communicating with the office.
Information security and privacy training.
Health Insurance Portability and Accountability Act (HIPAA) certification.
b) Technical Skills-
Demonstrate competence with all software systems in use at the Sanders IMPACT Practice Center (to include for instance, Microsoft Office Suite products, SimIQ, EBuy, etc.)
Demonstrate competence in the use of electronic health record systems to include Epic and other smaller-scale systems.
WORKING CONDITIONS:
Position functions within a typical office and patient environment. Occasional evening or weekend work may be required in order to fulfill assigned duties as dictated by fluctuations in clinical workload and/or staffing vacancies.
MGH Institute of Health Professions is a graduate school in Boston that provides entry-level and post-professional programs in Nursing, Communication Sciences and Disorders, Genetic Counseling, Occupational Therapy, Physical Therapy, and Physician Assistant Studies. The PhD in Rehabilitation Sciences and a PhD and Master of Science in Health Professions Education have been added in recent years along with two brand new programs: Master of Health Administration in Leadership and Master of Science in Healthcare Data Analytics to meet rising demand for highly educated health care professionals, educators, and researchers. Integrating classroom learning with research and clinical experience, the Institute grants doctoral degrees, master's degrees, awards certificates of advanced study, and offers continuing education to practicing professionals.
MGH Institute of Health Professions is the only degree-granting affiliate in Mass General Brigham (MGB), the largest private employer in the Commonwealth of Massachusetts. The Institute has been recognized multiple times by The Chronicle of Higher Education as a "Great College to Work For." A leading health sciences educational institution, MGH Institute provides students with outstanding academic programs, many of which are ranked among the best in the nation.
MGH Institute of Health Professions has announced an organization-wide anti-racism initiative to think boldly about race and bring together all members of the Institute community to address systemic racial injustice as well as oppression more broadly. The plan seeks to create a supportive and inclusive campus environment and better support the diverse communities the school serves. We are excited about this new initiative and are hiring employees who are committed to justice, equity, diversity, and inclusion and will contribute to our anti-racism and anti-oppression approach.
EEO Statement The MGH Institute of Health Professions is an equal opportunity employer and is committed to enhancing the diversity of its faculty and staff. We welcome nominations and applications from individuals who would bring diversity of experience, thought and practice to the Institute's research, teaching and clinical missions. Applications from protected veterans and individuals with disabilities are strongly encouraged.Partner's Healthcare is acting as an Employment Agency in relation to this vacancy.
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).