Administrative Assistant II

Education

High School Diploma or Equivalent required

Experience

• Minimum of 2-4 years of general office work experience (healthcare setting strongly preferred).
• Previous experience managing complex scheduling and tracking systems
• Experience working with Families/patients with special needs preferred.

Knowledge, Skills & Abilities

• Experience working with families with special needs preferred.
• Experience with developing marketing material content and website management preferred.
• Fastidious attention to detail.
• Excellent interpersonal communication (verbal and written) and customer service skills.
• Strong judgment, prioritization, and problem-solving skills
• Excellent computer and technology-based skills, including Outlook email and calendar, Microsoft Office software (Word, Excel, PowerPoint, Teams), Zoom teleconferencing platform and database programs as well as site-specific software and office telephone system
• Effectively interact and collaborate with all levels of staff and management

• Ability to work independently, as well as part of a team
• Excellent organizational skills; proficiency in prioritizing time and handling multiple tasks.
• Previous experience with Epic electronic medical records system and knowledge of medical insurance plans strongly preferred.
• Previous experience in a healthcare facility strongly preferred and/or the ability to quickly learn sufficient medical terminology to interact with and triage patient requests related to program needs.
• Ability to handle confidential and sensitive information and knowledge of HIPAA Confidentiality and Privacy Policies.
• Must comply with all MGB policies and procedures
• Proficiency with office procedures and equipment i.e. filing, copying, scanning, printing and faxing. Ability to use standard office equipment.

Principle Duties and Responsibilities

Patient-Facing Support

• Act as the initial and ongoing point of contact for Williams Syndrome patients/families contacting the WS Program of Excellence for any reason. Provide all patient care coordination as needed.
• Manage daily clinical schedules/patient appointments in Epic and all related patient communications via phone and/or via the MGB Patient Gateway.
• Support patients in navigating insurance coverage needs and/or creating self-pay contracts.
• Manage filing and record organization, including collating medical records and test results ahead of appointments.
• Provide local travel resources (list of nearby hotels, etc.) to help facilitate families' making travel arrangements for onsite appointments.

Technology Related Responsibilities

• Maintain dataset of patients seen.
• Manage MGB WS website by working with MGB website team to update and improve information as needed.
• Assist with projects as requested by the Program Directors.
• Answer and triage Williams Syndrome mailbox inquiries.
• Create content for Williams Program of Excellence clinic marketing materials in collaboration with marketing.

Events Related Responsibilities

• Coordinate the annual WS conference (for public participation).
• Draft and coordinate communication efforts including social media, website information, and other marketing communications as needed.
• Organize annual events and other scheduled meetings, including email communications, materials, logistics, catering and technology set-up/break-down
• Assist in agenda preparation, project scheduling, presentation development and handout coordination.
• Coordinate incoming speaker requests, staffing, and travel as necessary for events.
• Perform other duties or special projects that are appropriate to this level of position.

Administrative Support to Program Leadership

• Assist with management of calendar, including coordination of scheduling for patient and other visitors and non-clinical Zoom platform management.
• Effectively and independently interact with all levels of clinical and administrative management within the MGH and MGPO as well as across the MGB organization.