Practice Assistant II, Heart Failure & Transplant Service

What You'll Do

• Serve as a primary point of contact for patients and providers, delivering professional, compassionate service and helping resolve complex administrative and patient-related concerns.
• Coordinate patient appointments, diagnostic testing, and referral visits, ensuring timely scheduling and accurate tracking.
• Manage Epic In Basket messages related to patient scheduling and facilitate communication with members of the clinical team.
• Answer and triage incoming telephone calls, respond to patient inquiries, and appropriately escalate complex concerns.
• Assist patients with insurance verification, managed care requirements, referrals, and prior authorizations for procedures as needed.
• Provide information about financial services, self-pay resources, and insurance-related processes to help patients navigate their care.
• Support registration verification, co-payment collection, cash management, and encounter form reconciliation to ensure accurate administrative and financial processes.
• Collaborate with providers and clinical staff to resolve scheduling challenges and complex patient service issues.
• Provide cross-coverage for other Practice Assistants as needed and assist with training and orientation of new team members.
• Maintain accurate, confidential patient information in accordance with HIPAA guidelines while supporting efficient patient flow and practice operations.
• Participate in special projects and process improvements that enhance the patient experience and overall practice efficiency.

Qualifications

• High school diploma or GED required.
• 2-3 years of office experience required.
• Strong written and verbal communication skills, including a good command of English and familiarity with medical terminology.
• Excellent interpersonal and customer service skills with the ability to communicate effectively with patients, providers, and colleagues.
• Exceptional organizational, multitasking, and time management skills with strong attention to detail.
• Ability to work independently and collaboratively in a busy, high-volume healthcare environment.
• Strong problem-solving skills with the ability to manage complex administrative issues and identify appropriate solutions.
• Ability to provide administrative guidance and serve as a resource to fellow team members.
• Proficiency with computer applications and administrative systems used in healthcare practice operations.