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INTRODUCTION

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

The Center for Laryngeal Surgery and Voice Rehabilitation—established within the Department of Surgery to unite pioneering research with advanced medical, surgical, and behavioral care for throat and voice disorders—relies on this role to ensure smooth, efficient daily operations. Under minimal supervision, the position supports a high‑performing clinical practice by executing both administrative and advanced operational functions at the highest proficiency level.

This role manages all front‑end administrative workflows associated with patient visits, including appointment scheduling, check‑in and check‑out processes, and maintaining accurate patient records. As a designated Super User for scheduling, registration, and billing systems, the position provides training and troubleshooting support to colleagues and may oversee more complex tasks such as surgical scheduling or schedule adjustments.

Working closely with the Supervisor, the role helps guide daily activities of practice staff and offers functional direction to Office and Practice Assistants. Additional responsibilities include processing billing forms, scanning documentation into the medical record, handling inquiries related to prior authorizations or prescription refills, and accepting co‑payments when required. Although the position does not involve direct patient care, it plays a critical part in ensuring a seamless, patient‑centered experience within a specialized clinical environment.

Does this position require Patient Care?

No

Essential Functions

• Perform routine administrative and clerical duties relating to a clinical service or physician practice office. Make patient appointments and maintain appointment records. Assist callers with routine inquiries and schedule appointments. Process patient billing forms and scan documents to the patient medical record/LMR.

• Act as a “Super User” for scheduling, registration, and billing systems. Provide assistance and training to others in these areas. May perform more complex or specialized functions (such as surgical scheduling or schedule changes/blocking) at a more advanced competency level.

• Provide functional guidance to Office and Practice Assistants.

• In conjunction with the Supervisor, oversee daily activities of practice staff.

• May be required to accept co‑payments. Handle, screen, and/or take messages related to prior authorizations, provider questions, prescription refills, and test results.

QUALIFICATIONS

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree? No

Licenses and Credentials

Experience office experience 3-5 years required

Knowledge, Skills and Abilities

• Strong technology and MS Office skills – Advanced Outlook, Word, Excel, PowerPoint
• Knowledge of office operations and standards and understanding of office procedures including filing, copying, scanning, printing and faxing.
• Ability to use phone system and manage more non-routine phone calls and solve routine issues as appropriate.
• Communicating effectively in writing as appropriate for the needs of the audience and Talking to others to convey information effectively.
• Understanding written sentences and paragraphs in work related documents, to correspond and communicate with others clearly and effectively (including composing/editing e-mail, memos and letters), and to take complete and accurate messages.
• Managing one's own time and the time of others.
• Well organized and good time management skills to manage multiple tasks effectively, follow established protocols, and work within systems.
• Ability to proofread and edit written documents.

Physical Requirements

• Standing Occasionally (3-33%)
• Walking Occasionally (3-33%)
• Sitting Constantly (67-100%)
• Lifting Occasionally (3-33%) 20lbs - 35lbs
• Carrying Occasionally (3-33%) 20lbs - 35lbs
• Pushing Rarely (Less than 2%)
• Pulling Rarely (Less than 2%)
• Climbing Rarely (Less than 2%)
• Balancing Occasionally (3-33%)
• Stooping Occasionally (3-33%)
• Kneeling Rarely (Less than 2%)
• Crouching Rarely (Less than 2%)
• Crawling Rarely (Less than 2%)
• Reaching Occasionally (3-33%)
• Gross Manipulation (Handling) Constantly (67-100%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type

Onsite

Work Location

273 Charles Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$19.37 - $27.71/Hourly

Grade

4

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:

1200 The General Hospital Corporation 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.