Clinic/Practice Assistant II

PRINCIPLE DUTIES & RESPONSIBILITIES

Communication and Coordination:

• Greets and interacts with patients, visitors, and coworkers in person and via telephone; completes all functions related to patient "check-in"
• Communicates effectively with patients, visitors, caregivers, and coworkers in a manner that demonstrates respect, professionalism, and a commitment to the team
• Receives, organizes, and manages information at the front desk, and throughout the lab both directly and through use of communication tools, including telephone, computer applications, paging, and fax
• Maintains accurate and timely information about cases and activities to facilitate efficient patient throughput
• "Closes-the-loop" regarding requests (i.e., transport, dietary, Environmental Services, Materials Management, etc.) and assigned tasks
• Ensures that accurate admitting information and appropriate patient packets are in order and available for the first cases of each day as well as for the cases throughout the remainder of the lab day
• Communicates call team information to the answer service daily, updating the information as necessary
• Maintains patient confidentiality at all times per HIPAA and other guidelines.
• Flexes work hours as required by the operations of the lab and the appropriate staffing level at the Front Desk
• May assist with weekly timekeeping and the ordering of office supplies and forms

Updates to the Cath Lab Schedule:

• Manages the Cath Lab's Epic scheduling "Depot" and "Snap Board" to ensure that the lab schedule accurately reflects all cases
• Maintains daily room assignments for attending MDs, fellows, nurses, and cardiovascular techs

Environment of Care:

• Ensures that procedural areas are appropriately stocked with forms and office supplies, and that all printers and the unit's copier/fax machine are maintained with paper and toner
• Submits facilities-related requests, i.e., lighting, plumbing, etc.) to Buildings & Grounds, Environmental Services, and Materials Management as necessary
• Maintains cleanliness and order of the reception area and the common office workspace Assists in maintaining compliance with Life Safety and Environment of Care Standards

Customer Focus

• Demonstrates a commitment to the MGH Mission, Credo and Boundaries.
• Prioritizes work in alignment with the needs of the patient, clinicians and colleagues.
• Acts as a central resource and often first point of contact for lab staff, referring offices and external departs.
• Respects patient confidentiality.
• Enthusiastically connects with a diverse population of patients, visitors, caregivers and coworkers.
• Anticipates, identifies, and meets service excellence expectations.

Collaboration & Teamwork

• Demonstrates initiative and ability to work both independently and as a contributing member of the team; proactively brings forth new ideas and offers general assistance to colleagues.
• Demonstrates sound judgment & problem-solving skills, and strong organizational, time management, and active listening skills.
• Demonstrates ability to utilize available resources and recognizes when a situation warrants assistance.
• Participates in department initiatives and contributes to team's success.

Flexibility & Resilience

• Demonstrates ability to work productively in a high-volume area, and under stress.
• Responds to change with a positive attitude and remains open-minded.
• Adapts to shifting priorities in response to the needs and requirements of the lab and the hospital.
• Flexes work hours as required by the operations of the lab and the appropriate staffing level at the Front Desk

Self-Development and Participation:

• Completes required training in a timely manner.
• Participates in and supports quality and process improvement initiatives.
• Adheres to hospital, departmental and lab-based guidelines.
• Identifies and communicates to leadership issues of process creating inefficiencies within the operation and assists in their resolution.
• Willingly performs duties that are lab-specific and are appropriate to this level of position

QUALIFICATIONS

• Associate degree in Business Administration or related field, and/or a Secretarial Training Certificate Program preferred
• Minimum of 2 years of related work experience in medical environment; experience in a hospital setting preferred
• Previous employment demonstrating the skills and abilities listed above

SKILLS

• Strong computer software skills required
• Demonstrated organizational skills and flexibility to manage multiple tasks
• Accurate attention to details
• Clear and effective interpersonal and communication skills
• Ability to work independently or within a team environment

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Carrying Occasionally (3-33%) 5lbs - 25lbs
• Reaching Occasionally (3-33%)