Senior Administrative Assistant, Emergency Medicine

Company Overview:

Mass General Brigham is committed to providing high-quality healthcare services. We strive for excellence in all our operations and aim to meet our patients' needs with the utmost efficiency. As our services continue to grow, we are looking for a dedicated and highly skilled Senior Administrative Assistant to join our team.

Job Description: The Senior Administrative Assistant will play a critical role in supporting the administrative needs of the department, ensuring efficient and effective operations. This position requires excellent organizational skills, attention to detail, and the ability to handle multiple tasks in a fast-paced environment.

Key Responsibilities:

Administrative Support:

• Provide comprehensive administrative support to department leadership, including managing calendars, scheduling meetings, and organizing appointments.
• Prepare and edit correspondence, reports, and presentations.
• Handle confidential and sensitive information with discretion.
• Coordinate travel arrangements and prepare expense reports.

Operations:

• Lead targeted projects to support ED operations, patient flow, and quality of care. Projects may vary, including:
  
  
  
  • Reviewing EPIC data to track characteristics of patients who leave without being seen (LWBS) and identifying high-risk LWBS patients.
  • Conducting data analysis to assess the impact of Emergency Medical Services (EMS) and transfer arrivals on LWBS rates.
  
  
  
  
• Maintain accurate records of provider hours worked and moonlighting pay.
• Generate quarterly reports on provider hours and progress towards annual commitments, aiding decision-making on carrying over hours vs. payout.
• Ensure reconciliation of annual commitment hours and provider hours worked between Knack and MetricAid.

Office Management:

• Maintain office supplies and equipment; manage inventory and place orders as needed.
• Ensure smooth day-to-day operations of the office, including managing incoming and outgoing mail, and overseeing office cleanliness and maintenance.
• Act as the point of contact for office-related inquiries and issues.

Communication:

• Facilitate effective communication within the team and with external stakeholders.
• Coordinate and organize departmental meetings, including preparing agendas, taking minutes, and following up on action items.
• Draft and distribute internal communications, memos, and announcements.

Project Coordination:

• Assist in planning and coordinating departmental projects and initiatives.
• Track project timelines and deliverables, ensuring deadlines are met.
• Compile and analyze data for reports and presentations.

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Brigham and Women's Hospital is dedicated to:

- serving the needs of our local and global community

- providing the highest quality health care to patients and their families

- expanding the boundaries of medicine through research

- educating the next generation of health care professional

Every employee plays an important role in providing a positive impact on the organization and the people we serve. Your work will be distinguished by demonstrating respect and dignity in all interactions with patients, families and colleagues, excellence in customer service and job performance.

All employees are expected to embrace this commitment and demonstrate behavioral competencies in the following areas:

People: Focus on serving the community through collaboration and respect

Self Management: Accountability, professionalism and commitment to growth and development

Organization: A commitment to quality, service and exceptional performance

Meeting these expectations is key to the success of your department and the organization.

This job

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Actual job duties may vary by department

- Perform administrative duties under minimal supervision at the highest proficiency level.

- Provides direct support to Division Chief and Administrator

- Work is highly complex, non-repetitive and often project oriented,

- Ability to problem solves and determine best course of action with little direction.

- Act as a lead, assign and prioritize workflow, troubleshoot issues, assist with training and orientation, and provide backup support for the Supervisor.

- May direct workflow and lead others. Mentor other staff.

- Work on projects, coordinate work, take initiative using all available resources, follow through on issues when needed, apply knowledge as appropriate with little direction from Supervisor.

- Track expense budgets, perform basic bookkeeping tasks and create financial reports.

- Assist with training and orienting staff as needed.

- Provide cross coverage as needed.

- Follow HIPAA guidelines for the management of patient privacy and confidentiality.

- Other duties, as assigned

Level of education required:

- Minimum of a high school diploma or GED.

Work experience required:

- Minimum three years medical office or administrative support experience required.

- Some additional training in office systems or other post high school education preferred. Associate's Degree or higher level education preferred, but not required.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

Technical skills required:

- Knowledge of practice operations and standards.

- Understanding of procedures including filing, copying, scanning, printing, and faxing.

- Highly proficient in all communication skills (phone, verbal and written). Ability to handle sensitive information and situations with poise and professionalism.

- Organization Skills: Strong organizational, coordination and judgment skills. Ability to prioritize effectively. Ability to manage multiple tasks effectively, following established protocols, and work within systems.

- System Skills: Advanced computer skills. Ability to use all applicable applications at highest competency level.

- Ability to problem solves and troubleshoots. Ability to analyze a situation and determine best course of action within established guidelines.

- Advanced understanding and use of medical terminology.

- Advanced comprehension of billing and fiscal information.

- Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.

ADDENDUM A:

BWH Behavioral Competencies

1. People: Focus on serving the community through collaboration and respect

Inclusiveness

Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.

1. Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles

2. Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments

3. Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.

1. Practice active listening skills

2. Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles

3. Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience

4. Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships

Definition: Identifying opportunities and taking action to build relationships between one's area and other areas, teams, departments, units, or organizations to help achieve organizational goals.

1. Take initiative to support others and build productive relationships that will lead to a cohesive workplace

2. Interact effectively with other team members, departments and customers to accomplish organizational goals

Organizational Awareness

Definition: Understand how one's own work affects the organization as a whole and demonstrate a commitment to the organizational goals.

1. Support and respect BWH's mission, vision, values and history

2. Understand and recognize how your individual role and department impacts the organization

2. Self Management: Accountability, professionalism and commitment to growth and development

Embracing Change

Definition: Demonstrate adaptability and openness to organizational changes needed to improve effectiveness and goals.

1. Support and positively participate in organizational and/or job specific changes

2. Initiate appropriate action when change is needed

3. Be flexible and open to new ideas

4. Adapt to shifting priorities

Page 3 of 5

Learning Oriented

Definition: Predisposed to pursue learning opportunities even outside own comfort zone, one stays abreast of new tools and methods, rising to add value and build challenge in current assignments.

1. Demonstrate openness to learning from successes and failures

2. Recognize and participate in learning opportunities

3. Seek and share best practices

Professionalism

Definition: Practice respect for self and others; and adhere to BWH standards, policies, and procedures at all times.

1. Adhere to BWH's Code of Conduct, Guide to Ethical Standards, policies and procedures

2. Align behavior with the organizational mission and values

3. Practice respect in accordance to the BWH standards

4. Demonstrate responsibility, reliability, and trustworthiness

3. Organization: A commitment to quality, service and exceptional performance

Quality and Safety Focus

Definition: Responsible for meeting standards of performance or outcomes in a safe manner while avoiding risks.

1. Align job performance with quality and safety standards (e.g. The Joint Commission, BWH and department specific standards)

2. Adhere to established policies and procedures

3. Take action to prevent errors

4. Identify and report adverse events, errors and incidents

Efficiency and Performance Improvement

Definition: Systematic approach to improve performance by eliminating waste, non-value added activities and variability in processes.

1. Participate in process and performance improvement by identifying, analyzing, and enhancing existing processes to achieve better outcomes

2. Maximize available resources to achieve performance measures; reduce waste, rework, and work-arounds consistent with one's role

Problem Solving

Definition: Able to gather appropriate data and diagnose the cause of the problem before taking action; and if necessary develop alternative courses of action.

1. Recognize actual and potential problems and take appropriate action towards a solution

2. Offer assistance, as needed, when a potential problem situation is observed

3. Use good judgment to keep manager informed of problems or issues, following department practice

Service Excellence

Definition: Focusing one's efforts towards anticipating, meeting and exceeding the expressed and unexpressed needs or expectations of internal and external customers.

1. Apply service standards consistently to present a positive image of BWH to colleagues, health providers, patients, families, and visitors:

2. .Engage with positive greetings and active listening

3. Empathize by expressing understanding

4. Educate throughout the information exchange

5. Enlist thoughts and ideas from others

Page 4 of 5

4. General/Administrative Support: (required of all Administrative Support employees)

Information Gathering

Definition: Identify and seek information needed to clarify a situation. Ask questions to discover the facts.

1. Identify specific information needed to clarify a situation or to make a decision

2. Probe skillfully to get at the facts

HOSPITAL WIDE RESPONSIBILITIES:

These are required of all staff, regardless of position. Do not remove these standards. Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/Partners; follows safe practices required for the position; complies with appropriate BWH and Partners policies and procedures; fulfills any training required by BWH and/or Partners, as appropriate; brings potential matters of non-compliance to the attention of the supervisor or other appropriate hospital staff.

BWH is an Affirmative Action Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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.