Reporting to the ProgramDirector, the Administrative Assistant/Coordinator will provide administrative supportto members of the Virtual Care team and technical/operations support to localpractices, providers, staff, and patients. This role is expected to dedicateabout 50% time on administrative support for the department and 50% time ondaily operations support as part of a daily operations staff rotation.
Administrative dutiesinclude but are not limited to, scheduling and coordinating meetings of allsizes, purchasing and tracking products and equipment orders, organizing teamevents, responding to phone and email requests, preparing meeting materials, takingand distributing meeting notes, and all other general administrativeresponsibilities as needed to support team and program development.
The AdministrativeAssistant/Coordinator will also be expected to learn and become a proficient userof the virtual health software, including Epic-integrated Zoom, Zoom as astandalone tool, and Doximity, and have strong customer service skills tocoordinate with patients and providers to ensure they are prepared for theirVirtual Visits. This person will be responsible for some operations coveragewhich includes answering incoming calls and emails related to patient andprovider technical issues, responding to urgent pages, understanding andteaching scheduling and operational workflows, and learning changes to virtualcare billing and compensation procedures.
In addition, the AdministrativeAssistant/Coordinator will work with the Portfolio Managers and Directors todevelop training modules, deliver trainings to various levels of clinical andadministrative staff, act as a point of contact for questions regarding thesoftware platforms, and work with the Mass General Brigham (MGB) IS team tocommunicate and escalate issues promptly.
This individual will workwith physicians, practice managers, practice staff (including, but not limitedto administrative assistants, MAs, LPNs, etc.), patients, MGB IS team and theVirtual Care Executive Director to support the goals of all Brigham VirtualCare programs.
Additionally, theAdministrative Assistant/Coordinator will also support other tasks related tovirtual care, such as supporting remote monitoring programs, pulling reports,creating meeting content, supporting EHR-based virtual care, and other needs asidentified by the portfolio managers, directors, and executive director.
PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas ofresponsibility, major job duties, special projects and key objectives for thisposition. These items should beevaluated throughout the year and included in the written annual evaluation.
Manages the calendars for: Executive Director,Director, Portfolio Managers. This includes scheduling both small and largemeetings, moving meetings around as needed, and conducting conference callswith other administrative and executive assistants to ensure timely schedulingof important meetings
Supports those listed above with large meetingarrangements including finding a good meeting date and time for participants,booking meeting rooms, making food arrangements, securing audio visual support,distributing meeting materials when needed, etc.
Communicates in a clear and concise manner over email,phone, and in person meetings; maintaining professional presence in allsituations while also being able to influence without authority
Monitoring and tracking use of office supplies andacting as a point person for ordering supplies; equipment; and coordinatinggeneral office maintenance
Supports the recruiting and onboarding of new hires,including prepping materials and space, and orienting new staff and visitors tothe office
Managestime-keeping process for department. Submits expenses on behalf of other staff members, as per theirdirection.
Provide tech and workflow support as part of anoperations staff rotating model, including but not limited to addressing issuesvia email and phone, responding to urgent pages, training providers and clinicstaff, preparing patients for their first virtual visits, and driving patientsto self-service training options
Develop and maintain all Virtual Care programdocumentation, including training materials, tip sheets, department trackers,etc and updating the Virtual Care page on the Brigham IS Portal
Conduct trainingfor providers and administrative staff on the implementation process and videosoftware, and act as a first point of contact for end users to troubleshootissues and escalate to the team leadership and/or MGB IS as needed.
Track andcommunicate regular updates to Director and Executive Director about theprogress of current programs and new implementations
Manage the Brigham Virtual Care Inbox and centralphone line and escalate issues as needed to other members of the team.
Other duties, asassigned by Director and/or Executive Director.
Proven trackrecord in delivering outstanding customer service
Experience with Microsoft Office products
Experience with training people at different levels ofan organization preferred
Previous work experience, especially in a healthcaresetting, preferred
Bachelor's degree preferred
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Excellent organizational skills tomanage competing timetables and responsibilities. Must be able to effectively handle a varietyof tasks
Excellent verbal and writtencommunication skills
Ability to work independently, totake initiative, and to prioritize work
Excellent interpersonal skills tocommunicate and interact with a variety of individuals
Ability to perform under stressfulsituations to meet deadlines and the demands of the job
Abilityto operate all types of office equipment
Motivated and independent individualto work directly with physicians, practice staff, and senior administrativestaff
Ability to learn new tools quickly and teach others to use those tools
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.