Practice Assistant II, Call Center, Endoscopy

About the job

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Help patients navigate their care journey with confidence and compassion.

Join a busy, patient-focused Endoscopy Call Center where you'll serve as a critical connection between patients, providers, and care teams. As a Practice Assistant II, you'll help coordinate appointments, answer patient questions, provide procedure preparation instructions, and ensure every patient receives exceptional service from their first phone call through their procedure.

Qualifications

What You'll Do

• Schedule endoscopy appointments and procedures while ensuring timely access to care
• Answer incoming calls, triage inquiries appropriately, and provide accurate information in a professional and courteous manner
• Educate patients on procedure preparation requirements and ensure instructions are delivered promptly
• Maintain and organize patient records, medical documentation, and practice-related paperwork
• Coordinate with physicians, clinical staff, medical records, and billing teams to support seamless patient care
• Assist with referral, authorization, and appointment-related processes as needed
• Identify and communicate potential barriers to patient care and help facilitate timely resolution
• Support daily operations while contributing to a collaborative, team-oriented environment

What You'll Bring

• High school diploma or GED required; additional education or training preferred
• At least one year of customer service, administrative, healthcare, call center, or medical office experience
• Strong communication skills with the ability to handle a high volume of phone interactions professionally and empathetically
• Excellent organizational skills and attention to detail
• Ability to manage multiple priorities in a fast-paced healthcare setting
• Basic knowledge of medical terminology, insurance processes, and patient registration practices preferred
• Commitment to patient confidentiality, teamwork, and exceptional customer service

Why Join Us?

This is an excellent opportunity to build a career in healthcare while making a meaningful impact on the patient experience. You'll work alongside dedicated physicians and staff in a collaborative environment where your communication, organization, and problem-solving skills help ensure patients receive the care they need, when they need it.

If you enjoy helping people, thrive in a fast-paced setting, and are passionate about delivering outstanding patient service, we encourage you to apply.

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

850 Boylston Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $24.94/Hourly

Grade

3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.