Practice Assistant II, Orthopedic Surgery, Hand

Job Summary

MGH Orthopedic Surgery, Hand | Hybrid | Monday - Friday. Build your career in healthcare while making a meaningful difference in the patient experience! We are seeking an organized, detail-oriented, and patient-focused Practice Assistant II to join the Orthopedic Hand Surgery team at Massachusetts General Hospital. In this important administrative role, you'll help coordinate patient appointments, support surgical scheduling and preoperative planning, and ensure smooth practice operations in a fast-paced ambulatory surgical setting. Working alongside nationally recognized orthopedic surgeons and a collaborative clinical team, you'll play a key role in helping patients navigate their care while supporting the clinical, operational, and academic missions of the Department of Orthopedic Surgery.

What You'll Do

• Coordinate outpatient appointments, manage provider schedules, and maintain accurate scheduling records to support efficient clinic operations.
• Assist with surgical scheduling, case entry, and coordination of preoperative testing, medical clearances, and other surgical requirements.
• Support surgeon operating room block scheduling and provider calendar management to maximize efficiency and patient access.
• Obtain prior authorizations for advanced treatments, including imaging studies and injections, as needed.
• Monitor Epic In Basket messages, manage incoming calls, respond to patient inquiries, and appropriately route clinical questions and requests.
• Help patients and families navigate scheduling, testing, procedures, treatments, and follow-up appointments, referring clinical questions to the appropriate care team.
• Process patient documentation, including disability paperwork, leave-of-absence forms, medical letters, and other required records.
• Maintain accurate electronic medical records, scan documentation into Epic, and request medical records and laboratory results as needed.
• Support clinic readiness, patient check-in and check-out, registration, billing processes, and co-payment collection as needed.
• Serve as an Epic Super User for scheduling, registration, and billing systems, providing assistance and training to colleagues. Epic training is provided!
• Collaborate with surgeons, clinical staff, surgical schedulers, and administrative colleagues to resolve scheduling challenges and support efficient patient flow.
• Participate in departmental initiatives, workflow improvements, and special projects while maintaining compliance with hospital policies and patient confidentiality requirements.

Qualifications

• High school diploma or equivalent required.
• 2–3 years of office experience required.
• Clinical background and experience using Epic strongly preferred.
• Proficiency in Microsoft Office Suite and familiarity with standard office operations and administrative procedures.
• Strong written and verbal communication skills with the ability to communicate professionally with patients, families, providers, and colleagues.
• Excellent organizational, multitasking, and time management skills with exceptional attention to detail.
• Ability to manage routine and non-routine phone inquiries, resolve administrative issues, and maintain accurate documentation.
• Ability to work independently, manage competing priorities, and adapt to changing needs in a busy ambulatory surgical practice.
• Strong customer service and interpersonal skills with a commitment to providing a positive, compassionate patient experience.