Assures efficient patient flow through the office, including but not limited to the following tasks: greets patient in waiting room and escorts to exam room and phlebotomy lab as needed; assists with preliminary visit by confirming patient's full name and date of birth, and documenting current medications and prescriptions that need to be renewed; measures and documents patient vital signs in the electronic medical record ( EPIC); instructs patient how to prepare for the physician, assisting as necessary; anticipates and sets up special equipment and/or supplies needed for the visit; alerts physician when patient is ready and communicates pertinent clinical information; assists patient through check-out process, if applicable, when visit is complete; cleans and prepares room for next patient; responds to patient and provider needs to expedite visits and keep on schedule; identifies and communicates to Practice Leadership issues of process creating inefficiencies within the operation and assists in their resolution.
High-level communicator with all levels of staff, physicians, nurses, and management, both in verbal and written communication


Strong attention to detail and organizational skills, and effective time management skills


Demonstrates exceptional customer service skills or willingness to learn


Demonstrates ability to work independently, with limited supervision, and with others as a team


Demonstrates technical ability to learn various new software and web-based applications such as EPIC, and how to interface between programs effectively.


Demonstrates knowledge of HIPAA Confidentiality and Privacy policies


Demonstrates an understanding of Disaster protocols to include fire, safety, and code calls, per the mandatory training, as outlined by MGH and JCAHO guidelines.


Maintains neat, clean, and safe exam rooms and treatment areas, adhering to applicable practice, hospital and state policies and procedures. Assures exam and treatment rooms are properly stocked, equipped, and secured as applicable, with all equipment in good working order. Cleans equipment after patient use per office protocols.


Manages the phlebotomy lab, collecting patient specimens during visits, including: blood (phlebotomy), clean-voided urine, and joint fluid. Adheres to hand hygiene and standard precaution guidelines. Processes specimens according to hospital and practice protocol.


Assists the physician with work outside the visit, related to managing a panel of patients: receives patient messages and reviews with physicians if applicable, taking action as directed; processes prescription refill requests appropriately, documenting in the electronic medical record (EPIC); scans necessary medical documents into electronic medical record in EPIC; processes insurance authorization requests, communicating with the physician, insurance company and/or pharmacy when necessary.


Promotes patient satisfaction by interacting with patients in a professional, friendly manner, consistent with their needs, communicating appropriately and effectively. Triages and manages complex patient interactions, in clinic or via telephone. Displays professional and caring customer service with patients, providers and staff at all times.


Provides support and information to providers for problem-solving, troubleshooting, and managing complex patient situations.


Provides cross-coverage for other Practice staff members as needed (staff absences, vacations, and during variations of workflow). Works effectively with other Practice staff to manage workflow as a team.


Maintains confidentiality and privacy consistent with HIPPA guidelines.


Identifies and communicates to the Practice's leadership issues of process creating inefficiencies within the operation. Assists in their resolution as needed.


Assists with special projects and responsibilities as assigned by Practice Leadership



Qualifications

Graduate of a certified Medical Assistance training program required.


State of Massachusetts Certification strongly preferred.


Nursing Assistant certification or other academic preparation may be considered in lieu of certification


High School Diploma or GED Required


Must have at least one year of practical experience


The MA II may be called upon to train and assist MA I and temporary employees.


The MA II will assist patients and physicians in an outpatient clinic. Some bending, lifting, walking, and sitting is involved.



EEO Statement

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.