Clinic/ Practice Assistant Lead

Job description

Site: The General Hospital Corporation 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 Oversees day to day operation of an outpatient clinic or practice. May assist by assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up support for a Supervisor or Manager. Provides guidance and help to others to resolve complex issues and problems. Essential Functions (Key Roles & Responsibilities) Performs assigning and prioritizing workflow, troubleshooting issues, training and orientation, providing back up support for leadership. Acts as "Super User" for scheduling, registration and billing systems. Provides assistance and training to others in these areas. May perform more complex or specialized functions (i.e. surgical scheduling, schedule changes/blocking) at more advanced competency level. May function as a backup for clerical staff to perform routine administrative and clerical duties relating to a clinical service or physician practice office, and make patient appointments and maintain appointment records. May process patient billing forms and scan documents to patient medical record/LMR. Call for patient medical records and laboratory test results. Open and distribute unit mail or faxes. Type forms, records, schedules, memos, etc., as directed. Provides functional guidance to related team. Assists Supervisor with daily activities of practice staff.Operations Supervisor – MGH Thoracic Surgery Essential Functions 35% – Operations Management & Workflow Optimization • Oversee the daily administrative operations of the Thoracic Surgery practice, ensuring efficient clinic operations, patient access, physician support, and surgical scheduling workflows. • Monitor staffing levels and daily workflow to ensure appropriate coverage across front desk, new patient coordination, physician administrative support, and surgical scheduling. • Identify operational bottlenecks and implement workflow improvements to enhance patient access, scheduling efficiency, and staff productivity. • Collaborate with physicians, Advanced Practice Providers (APPs), nursing, and multidisciplinary teams to support efficient clinic operations and continuity of care. • Monitor operational metrics including telephone performance, referral workqueues, scheduling timeliness, template utilization, patient access, and NP workqueues. 25% – Staff Supervision, Coaching & Performance Management • Provide day-to-day supervision, coaching, and guidance to administrative staff. • Assist the Administrative Manager with recruitment, interviewing, onboarding, orientation, and retention of administrative staff. • Provide training for new employees and ensure ongoing competency in Epic, scheduling workflows, registration, insurance, and departmental procedures. • Monitor staff performance and provide real-time coaching, feedback, and performance documentation. • Assist in developing staff schedules and ensure appropriate operational coverage across all clinical locations. 15% – Quality Improvement, Patient Experience & Process Standardization • Serve as a departmental resource for administrative policies, workflows, and best practices. • Develop, maintain, and update standard operating procedures and training materials. • Monitor patient experience trends and administrative service concerns, partnering with leadership to resolve issues and improve service delivery. • Participate in departmental quality improvement initiatives focused on patient access, scheduling efficiency, communication, and operational performance. • Ensure compliance with departmental, hospital, and regulatory policies. 10% – Physician & Program Support • Partner with physician leadership and the Administrative Manager to support clinic template optimization, provider scheduling, and operational initiatives. • Assist with implementation of new providers, clinic expansions, multidisciplinary programs, and operational changes. • Support cross-campus collaboration between MGH and Brigham and Women's Hospital Thoracic Surgery practices. 10% – Administrative Operations & Resource Management • Responsible for office operations including supplies, equipment, facilities requests, vendor relationships, and workspace planning. • Monitor departmental purchasing and operational expenses while identifying opportunities for cost savings. • Responsible for timekeeping, staff scheduling, and administrative reporting. • Coordinate equipment repairs and maintain inventory of administrative resources. 5% – Special Projects & Leadership Support • Participate in strategic operational initiatives and divisional projects. • Analyze operational data and prepare reports to support decision making. • Represent the divisional on committees and workgroups as assigned. • Provide operational leadership in the absence of the Administrative Manager. Qualifications Education Associate's Degree Healthcare Administration required or Associate's Degree Business required or Associate's Degree Related Field of Study required Can this role accept experience in lieu of a degree? Yes Licenses and Credentials Experience Experience in patient scheduling or clinical coordination 2-3 years required and Experience in a healthcare or clinical administrative role 2-3 years required and Experience in a hospital or outpatient clinic setting 1-2 years preferred Knowledge, Skills and Abilities - Strong organizational skills with the ability to manage multiple tasks and coordinate complex care schedules. - Excellent communication and interpersonal skills to interact effectively with patients, healthcare providers, and hospital staff. - Knowledge of healthcare regulations, HIPAA compliance, and patient care protocols. - Ability to develop, implement, and assess patient care plans in coordination with healthcare teams. - Proficient in healthcare management software, electronic health records (EHR), and patient scheduling systems. - Attention to detail in managing patient data, documentation, and care procedures. - Strong problem-solving abilities, particularly in addressing patient care challenges and service delivery improvements. Additional Job Details (if applicable) Physical Requirements Standing Frequently (34-66%) Walking Frequently (34-66%) Sitting Occasionally (3-33%) Lifting Frequently (34-66%) 35lbs+ (w/assisted device) Carrying Frequently (34-66%) 20lbs - 35lbs Pushing Occasionally (3-33%) Pulling Occasionally (3-33%) Climbing Rarely (Less than 2%) Balancing Frequently (34-66%) Stooping Occasionally (3-33%) Kneeling Occasionally (3-33%) Crouching Occasionally (3-33%) Crawling Rarely (Less than 2%) Reaching Frequently (34-66%) Gross Manipulation (Handling) Frequently (34-66%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%) Remote Type Onsite Work Location 265 Charles Street Scheduled Weekly Hours 40 Employee Type Regular Work Shift Day (United States of America) Pay Range $20.84 - $29.79/Hourly Grade 4 At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package. EEO Statement: 1200 The General Hospital Corporation is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642. 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.