Practice Secretary (Administrative)

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Time Type:

Full time

Department:

South End Recovery Services

All Locations:

1601 Washington Street, 79 Paris Street

Position Summary:

The Practice Secretary plays a vital role in supporting the Recovery Services program across both the South End and East Boston locations. This position involves performing a wide range of clerical and reception activities, greeting patients and visitors with excellent customer service, and screening walk-ins to practice. Monday – Friday, 8:00am -5:00pm. Monday-Friday, 8:00-5:00pm and may require flexibility.

Essential Duties and Responsibilities:

Provider and Patient Support:

• Effectively screens incoming calls for the department.
• Monitor department/providers schedules and in-basket pools to ensure timely responses.
• Assist with provider inquiries regarding patient scheduling, account status, or referral progress.
• Serve as the first point of contact for patient inquiries and appointment changes.

Scheduling & Appointment Management:

• Schedule, reschedule, and cancel appointments as per provider or patient requests.
• Conducts calls to confirm appointments.
• Handle incoming patient calls and messages regarding appointment inquiries and scheduling changes.
• Track and manage patient follow-ups and cancellations as needed.

Documentation & Communication:

• Sort, fax, and scan patient documents and ensure they are accurately added to patient records.
• Assist with the completion of clinical forms, letters, and other documentation as directed by providers.
• Maintain clear and empathetic communication with patients and staff through written, electronic, and verbal interactions.

Collaboration & Teamwork:

• Interact with/manage inquiries from NH and outside providers to facilitate access to care.
• Work collaboratively with co-workers, share knowledge and expertise, and lend assistance to ensure department goals are met.
• Demonstrate professionalism, courtesy, and positivity in all interactions with patients and colleagues.
• Provide backup support for the East Boston location and assume the responsibilities of the Patient Access Coordinator for the Behavioral Health departments, as needed.

Other Duties:

• Responsible for maintaining, troubleshooting, and obtaining services for equipment and/or facility related issues.
• Keeps track of and orders office supplies, based off assignment.
• Perform any other duties/workflows authorized by management or as needed for the smooth operation of the department.
• Engage in continuous learning and professional development to improve job performance and patient care.
• Participates in required departmental activities and meetings.
• Responsibility to enter and track incident reports for the health center and for BSAS
• Prepares and sends required letters to BSAS, with management assignment.
• Maintain excellent punctuality and attendance.
• Adheres to all NeighborHealth and departmental policies and procedures.

Qualifications and Requirements:

​EDUCATION:

• High school diploma or equivalent required; associate's degree in healthcare administration or related field preferred.

EXPERIENCE:

• Previous experience in a healthcare setting.

SKILLS/ABILITIES:

• Strong organizational and multitasking abilities.
• Proficient in Microsoft Office Suite and electronic health record (EHR) systems.
• Excellent communication and customer service skills, with the ability to interact with patients, providers, and staff in a respectful and compassionate manner.
• Detail-oriented, with strong problem-solving skills and the ability to prioritize tasks effectively.
• Ability to work independently and as part of a team in a fast-paced environment.
• Bilingual (English/Spanish) required.