Foxborough, MA | Practice Assistant/Patient Services Coord

BWPO Practice Assistant II


GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

About Brigham and Women’s/Mass General Health Care Center:

Brigham and Women’s/Mass General Health Care Center is a comprehensive, community-based, multi-specialty ambulatory care center located in Patriot Place, a retail lifestyle center located adjacent to Gillette Stadium in Foxborough, Massachusetts. The Center offers a wide range of ambulatory services including Day Surgery, Primary Care, Medical, Surgical and Pediatric specialties, Urgent Care, as well as comprehensive ancillary services: Pharmacy, Clinical Laboratory Services, Phlebotomy, and a wide range of Diagnostic Imaging services. This deep breadth of patient services under one roof requires that each of our team members embody the willingness and ability to work across departments in order to provide an integrated patient experience.

While the Center’s location is 25 miles from the main campus of BWH, it is an expectation that the Center’s services offered will comply with the standards of care found at our main campus. In addition, all physicians practicing at the Center will be fully credentialed at BWH and will provide the same standard of care that makes the BWH nationally recognized for clinical excellence. The administrative and clinical staff of the Center must demonstrate the same high level of competence and professionalism found at the main campus. Travel to main campus may be required for professional development or business reasons.

Expectations for all Brigham and Women’s / Mass General Health Care Center Employees:

Each employee is responsible for understanding the importance of and contributing to creating an environment that puts Patients First. To that end, all Center employees are expected to:

  • Work in an efficient manner
  • Practice safe patient care
  • Practice multi-disciplinary cross-coverage duties as needed
  • Work effectively in a team environment
  • Demonstrate a consistently high level of professionalism
  • Provide excellent, consistent customer service
  • Be flexible
  • Be willing to participate in changes to improve the Patient First environment.

These eight expectations are key to the Center’s success and are core competencies required by all Center employees, regardless of role.

Job Specific Duties and Skills for position:

GENERAL SUMMARY/ OVERVIEW STATEMENT: Summarize the nature and level of work performed.

The Ambulatory Practice Assistant II is primarily responsible for appropriately greeting and welcoming all customers who visit the practice, including recording their arrival in the practice management system, distributing necessary institutional and practice-specific forms, requesting that patients review and verify existing demographic and insurance information, setting certain expectations for patients regarding their visit, and responding to customers’ information needs. Responsible for answering and appropriately managing incoming telephone calls. The Ambulatory Practice Assistant II is responsible for monitoring patients in the waiting room and assisting in related patient flow processes. Responsible for collecting co-payments, cash receipts and performing reconciliation. This position is responsible for performing various administrative and clerical duties required to support the practice and providers, and may be required to perform other tasks.

PRINCIPAL DUTIES AND RESPONSIBILITIES: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.

For all positions that include direct patient care, indicate with an “X” the age(s) of all patient populations served

No Direct Patient Care

All age groups


Adolescence (13 to 17 years)

Neonates (birth to 1 month)

Young Adult (18 to 25 years)

Infant (1 month to1year)

Adult (26 to 54 years)

Early Childhood (12 months to 5 years)

Senior Adult (55 to 64 years)

Late Childhood (6 to 12 years)

Geriatric (65 years and up)

Ambulatory Practice Assistant II

  • Processes patients arriving for appointments. Verifies appointments, reviews both registration and fiscal database information, updates on-line information as appropriate and issues correct encounter/billing form specific to the patient’s appointment. Operates computer terminal and must be proficient in multiple practice management systems.
  • Warmly greets patients and performs administrative tasks necessary to ensure needed information for a successful visit such as availability of the medical record, appropriate forms, referrals and other actions needed to maintain flow of the clinic.
  • Maintains all provider clinical appointment schedules according to master schedule and adjusts them in a timely fashion as needed. Schedules patients for appointments within the Specialty Clinic and facilitates appointments for patients to external referral agencies.
  • Coordinates the site-specific patient intake forms and forwards to the appropriate provider. If appropriate, ensures that medical records are in order for the daily appointment schedule.
  • Performs all check-out functions, including but not limited to scheduling follow-up visits within the Specialty Clinic, as well as appointments in other departments and outside the hospital.
  • Daily monitoring and execution of the eReferral work queue for BWH MSC FXB. This includes scheduling referral appointments from the work queue. Also, work to ensure all the BWH expectations are met with scheduling referral appointments.
  • Daily monitoring and execution of the MSC schedule mailbox.
  • Provides support and information to patients and providers to problem solve and manage complex administrative issues
  • Completely performs and is a resource to other team members in all revenue enhancement activities, including but not limited to registration verification and payment collection.
  • Maintains confidentiality and privacy, which is consistent with HIPAA/PHI guidelines.
  • Completes Prior Authorizations as required.
  • Manage patient referrals and links them to scheduled office appointments.
  • Schedule patient appointments and coordinates the scheduling of diagnostic testing.
  • Ensure the completeness of all required benefits eligibility, waivers, etc.
  • Understands HMO, Managed Care, and other Third-Party Insurers. Functions as a resource for patients around managed care plans, insurance and referral issues, with an ability to perform electronic insurance verification.
  • Understands financial services and self-pay resources and provides patients with information as needed.
  • Provide cross-coverage for other staff members for absences, vacations, etc. and during variations in workflow, as needed, performing all check -in and -out functions as outlined by the BWH Front Desk Standards of Operations.
  • Answers incoming telephone calls in a timely fashion, as needed.
  • Assists with training and orientation of new staff, where applicable.
  • Works on special projects as directed.
  • Performs all other duties & tasks as assigned.


QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

  1. High school diploma, Bachelor’s degree or equivalent relevant experience required.
  2. Must be computer literate.
  3. Three or more years of customer service experience or experience in a hospital setting preferred. Must have good communication skills and at least moderate proficiency in keyboard skills.
  4. Must understand the overall goals and systems of the facility; communicate effectively with socially diverse group of patients visiting their providers for problems that may be life threatening; coping with the anxiety and stress often created in such a situation; communicate well with a large group of physicians and mid-level providers working in a face-paced and demanding environment; respect the strict confidentiality of medical records and information.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

  1. Excellent interpersonal skills. This position requires a great deal of initial contact with customers objectives.
  2. Knowledge of referral management and insurance parties. Experience with cash collection and reconciliation.
  3. Excellent organizational skills.
  4. Computer Literacy/Data Entry Skills
  5. Ability to prioritize work in a very busy atmosphere.
  6. Familiarity in a Hospital setting.
  7. Ability to problem-solve.
  8. Capable to work quickly to resolve or minimize identified problems.

Applicants with relevant experience will be considered. Salem Hospital, a member of Mass General Brigham, is an affirmative action/equal opportunity employer. Minorities and women are strongly encouraged to apply. Pre-employment drug screening is required.

Apply Now

Katherine Melanson
Talent Acquisition Partner

With NSPG, you’ll experience:

Career advancement

Grow, learn and develop new practice innovations.

Continue your medical education.

Make academic connections and explore teaching opportunities.

Explore leadership opportunities.

Develop clinical and administrative career ladders.

A supportive practice environment

Collaborative professionals.

Patient-centered care model.

Leadership that listens and values your contributions and ideas.

Autonomy and respect for your skills and expertise.

Excellent salary and benefits.

Clinical excellence

NSPG’s MHQP Patient Experience surveys show that we perform higher than the state mean in all domains with 92% of patients indicating that they would recommend NSPG services.

Our physicians are polling in the top 75th percentile of AMGA Satisfaction metrics for almost every major category—the highest physician satisfaction scores of any medical group in the Boston region.

25th percentile in MGMA cost benchmarks and top 75th percentile in revenue benchmarks.

The North Shore area offers an excellent quality of life:
  • Communities with varied and rich histories and convenient access to museums, art, restaurants and shops.
  • Natural beauty, handsome architecture and vivid history—only 15 miles north of Boston.
  • 30 miles of gorgeous rocky coastline with breathtaking beaches and harbors.
  • World-class sailing and close proximity to the mountains and picturesque New England.
  • Easy access to a multitude of universities, colleges, and public and private schools.
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