Practice Assistant

About the Role

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 supports 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
• Psychology Assessment and Research Services

This position does not require direct patient care.

Responsibilities

• Manages the front-end administrative setup, flow, and breakdown of daily departmental operations, including:
  • Answering incoming phone calls and responding to voicemails
  • Distributing incoming mail to department colleagues
  • Using the hospital pager system
  • Sending patient and provider letters
  • Maintaining 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 by:
  • Greeting patients
  • Responding to patient inquiries via phone calls and/or electronic messages
  • Scheduling appointments
  • Coordinating medication refills
  • Facilitating Patient Gateway enrollment
  • Facilitating prior authorization approvals
• Effectively utilizes Epic (electronic health record) and other technology to:
  • 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 42 CFR
• Maintains and fosters positive relationships with providers and interdepartmental staff to ensure quality patient care.
• 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 proactively.
• Demonstrates familiarity with outpatient clinic services, 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).
• Assists with identifying and removing barriers to a safe environment in the outpatient clinic.
• Ensures equipment in the work area is functioning; submits work orders or repair requests when necessary.
• Opens consult rooms daily for provider use based on room assignment.

Qualifications

Education: High School Diploma or equivalent required. Associate's Degree or Bachelor's Degree preferred.

This role does not accept experience in lieu of a degree.

Licenses and Credentials:

• Experience in a medical setting (1-2 years preferred)
• Prior experience with Epic preferred

Skills

• 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 the sensitive and confidential nature of the 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.

Additional Details

Work Location: 1153 Centre Street (Onsite)

Schedule: Day shift, 40 scheduled weekly hours

Employee Type: Regular

Pay

Pay range: $18.99 - $28.21/hourly (Grade SF1135). Offers will consider skills, relevant experience, education, certifications, and other factors. In addition to competitive base pay, comprehensive benefits, career advancement opportunities, differentials, premiums, bonuses, and recognition programs are available.