Office Associate

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Location: Beverly, MA
Job ID: 167461-1A
Date Posted: Dec 1, 2021
Category: Support

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Job Description

Welcome To

Welcome to Lahey Health Primary Care. With over 55 primary care practices in more than 30 nearby communities , our primary care physicians and care teams provide quality close to where our patients live or work. We have a team approach to patient care and have developed long-standing, mutually respectful relationships with local specialists at our affiliate hospitals to guide and support the most effective and efficient patient care. As part of the Beth Israel Lahey Health system, we now have the opportunity to care for even more individuals across eastern Massachusetts.

About the Job

Position Summary:


Under the general supervision of the Director of Site Operations, Practice Administrator or Manager performs a variety of clerical, telephone, safety (cleaning) and courier support functions to alleviate and assist the practice’s workload.  This customer services/administrative position will have an impact on department operations by completing Office Associate tasks in a timely and efficient manner. 


Essential Duties & Responsibilities including but not limited to:


The Office Associate assists with the delivery of patient care under the direction of the DSO, PA or Manager. The primary responsibility will be focused on the safe and timely transport of practice stat labs to Beverly Hospital's laboratory for processing as well as performing administrative tasks and procedures for which they have been trained. The Office Associate must demonstrate the ability and willingness to participate in a Patient Care Team as a multi-skilled caregiver. 


The Office Associate performs a variety of computer, clerical, safety, courier and supply functions necessary for the operation of the practice.  Responsibilities include handling and coordinating computer, written and verbal communications between nursing personnel and physicians, ancillary staff, patients, visitors and families and the maintenance of the electronic and paper medical record.



  • Greets patients, visitors and others in a manner that is respectful and empathetic.  
  • Answers common, non-clinical/non-complex questions and escalates questions as appropriate.  
  • Provides telephone coverage including receiving calls, taking messages and transferring calls as appropriate and in a manner that is respectful and empathetic.
  • As the workflow and the work area allows and requires, may perform other clerical duties which may include functions such as:
    • Referencing data from a database or computer system, documenting and/or communicating as appropriate 
    • Collecting specific information from patients and others 
    • Sorting and distributing mail and filing records and files
    • Scanning and faxing documents
    • Coping and collating materials
    • Preparing materials for mailing, including customized materials, for mailings
    • Pulling records and files 
    • Inputting specific data in limited fields
    • Cleaning out and organizing storage areas and filing cabinets
    • Packing files and documenting contents for storage
    • Data inputting basic information into systems, databases or excel spreadsheets
    • Cleaning of patient care area in regards to COVID precautions
  • Couriering Laboratory deliveries from the practice to Beverly Hospital 
  • May cross cover as a receptionist, front desk coverage
    • Enters patient demographic and other pertinent billing information into the system as directed and performs other data entry functions


I.          Clinical Considerations and Decision Making: Ways in which Office Associate come to understand the problems, issues or concerns of patients/families, to attend to relevant/critical information and to respond in concerned and involved ways.

  1. Accountable for providing safe patient care by demonstrating organizational skills that maintain and coordinate safe delivery of quality care for assigned patients/families. Evaluates outcomes of interventions within their scope and  follows directions on a modified plan of care
  2. Participates in a culturally competent plan of care that identifies patient problems, expected outcomes, and addresses preventative measures.
  3. Delivers care that is specific to the age of the patient
  4. Cares for patients as delegated by the provider, RN or LPN
  5. Contributes information provided by the patient or family for the assessment of health status
  6. Provides patient care by: Providing necessary physical care to appropriate patient populations, Utilizing and transporting lab orders and equipment, Administering treatments as ordered by the provide.
  7. Setting up/preparing workflows for practice operations.
  8. Provide education for following preventative practice (proper hygiene, social distancing and other practices.
  9. Maintain data in electronic medical record / computer application
  10. Sanitization of patient care area as per protocol, Put on (don) and remove (doff) personal protective equipment (PPE)
  11. Maintain all HIPAA, Confidentiality, Guiding Principles and other standards under BILH policies and procedures.
  12. Performs all other related duties as necessary


II.        Collaborative Relationship: Collaborates, cooperates, and communicates with other health care personnel to ensure quality and continuity of care.


  1. Establishes collaborative relationships with nurses, physicians, other colleagues, patients and families.

Participates in and supports the educational plan for patient and family. Supports Primary Care’s commitment to community based activities both within the Lahey Health community and beyond.


  1. Clinical Guidance: The Office Assistant, within the scope of his/her practice, is responsible for the nature and quality of care they provide for patients.


  1. Demonstrates appropriate behavior by adhering to department policies and procedures and practice guidelines specific to the setting.
  2. Demonstrates the ability to provide and maintain patient safety in the environment of care
  3. Demonstrates skills as a responsive team member.   



Organizational Requirements:

Maintain strict adherence to the BILH Lahey’s Confidentiality policy.

Incorporate BILH Lahey’s Standards of Behavior and Guiding Principles into daily activities.

Comply with all Lahey Policies.

Comply with behavioral expectations of the department and BILH Lahey.

Maintain courteous and effective interactions with colleagues and patients.

Demonstrate an understanding of the job description, performance expectations, and competency assessment.

Demonstrate a commitment toward meeting and exceeding the needs of our customers and consistently adheres to Customer Service standards.

Participate in departmental and/or interdepartmental quality improvement activities. 

Participate in and successfully completes Mandatory Education.

Perform all other duties as needed or directed to meet the needs of the department.



High School Degree or equivalent


Licensure, Certification & Registration:


Must hold a valid Driver’s License, applicable car insurance and participates in motor vehicle background prior to hire and annually thereafter.




Prior experience in a medical setting or prior customer service experience. Possess an assertive and customer friendly style of communicating.



Skills, Knowledge & Abilities:

Requires clinical competency in all BILH sanctioned processes, documentation, and infection control protocols including donning and doffing of PPE.

Organized and reliable

Able to spend 4-6 hours on feet

Able to tolerate wearing personal protective equipment for prolonged time (PPE – mask, gloves, goggles/face shield)



About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.