Staff Assistant II

About the Company

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Harvard University Health Services (HUHS), part of Harvard Central Administration, is the on-site multi-specialty medical practice and health administration for the Harvard community. It provides care to students, faculty, staff, eligible post-docs, retirees, and their dependents. HUHS also manages two university-owned health plans, HUGHP (for faculty and staff) and SHIP (for students), and collaborates with other departments to address public health needs.

About the Role

Reporting to the Practice Manager, the HUGHP Behavioral Health Staff Assistant is responsible for the workflow at the front desk, serves as the primary contact with patients, and provides administrative support to the BH providers.

Responsibilities

• Greet and assist patients in the clinic.
• Answer the clinic’s telephones, schedule and confirm clinical appointments.
• Route messages to providers, process incoming and outgoing clinical correspondence.
• Maintain files, process and track referrals, manage patient flow.
• Collect co-payments, serve as a liaison to the billing department.
• Maintain wait lists, assign triage, process insurance prior authorizations for medications.
• Problem-solve IT issues for clinical staff.
• Prepare medical records for release of information ensuring confidentiality is maintained.
• Make appointments, ensuring patient eligibility following proper protocols.
• Check in patients and collect co-payments.
• Distribute mail, make copies of charts and materials for the department.
• Perform data entry, scanning of materials filed in the electronic record, and archive records.
• Perform transcription and general office responsibilities such as typing and sending letters (e.g., treatment referrals, patient satisfaction surveys, clinic schedules).
• Assist clinicians with the hospitalization of patients by calling ambulances and managing permission paperwork.
• Assist with special projects (e.g., health fairs, website updates, referral projects, HUGHP workgroups).
• Maintain working knowledge of HUGHP, HUHS, and BC/BS insurance issues.
• Process BC/BS patient authorizations and claims, and resolve issues with BC/BS representatives.
• Provide coverage for other areas as required.
• Follow department policies and procedures for communication and organization.
• Attend staff meetings and required educational offerings.
• Adhere to department expectations and professional responsibilities.
• Complete and comply with HUHS training requirements, including HIPAA Privacy and Security.
• Report non-compliance incidents to supervisors or the Compliance Officer.

Requirements

• High school diploma or equivalent required.
• Minimum of one year of administrative support or related professional experience.

Qualifications

• Excellent interpersonal, customer service, organizational, and Microsoft Office skills.
• Experience in patient services, transcription, and/or Blue Cross Blue Shield (BC/BS) authorization processes preferred.
• Strong verbal and written communication skills, with the ability to effectively resolve problems and handle confidential information with discretion.
• Demonstrated sound judgment, strong attention to detail, and the ability to prioritize competing responsibilities.
• Ability to manage multiple tasks simultaneously and consistently meet deadlines in a fast-paced environment.
• Bilingual language skills are a plus.

Schedule

35 hours per week. Fully on-site position.

Benefits

• Generous paid time off, including parental leave.
• Medical, dental, and vision health insurance coverage starting on day one.
• Retirement plans with university contributions.
• Wellbeing and mental health resources.
• Support for families and caregivers.
• Professional development opportunities, including tuition assistance and reimbursement.
• Commuter benefits, discounts, and campus perks.