Scheduling Specialist

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity

The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.

Under the direction of the Ambulatory Contact Center Supervisor, the Scheduling Specialist will manage incoming phone calls, referral and order management from both patients and referring providers interested in accessing care at a Mass General Brigham Hospital, and perform a complete patient registration as part of the scheduling process. The key role of the Scheduling Specialist is to ensure that patients, referring providers and other customers receive timely, efficient and high quality service. This is a telephone based position; there is no face-to-face interaction with patients or other customers.

• The Training is for 3-4 months M-F ONSITE ( BOSTON / Somverville) TRAINING REQUIRED

Principal Duties / Responsibilities

• Functions as the face of departments to initiate and coordinate registration and scheduling for new and establish patient appointments.

• Documents all patient demographic, medical, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of getting a hospital registration number and scheduling of an appointment.

• Answers telephone, triages calls, takes accurate and detailed messages using professional and courteous customer service techniques.

• Provides basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport, interpreter and other services as required by the patients.

• Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers.

• Completely and accurately transcribes call, referral and scheduling information in multiple systems.

• Provides excellent customer service to both internal and external customers of the Massachusetts General Hospital ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians

• Maintains confidentiality and privacy consistent with HIPAA guidelines.

• Keeps supervisor informed of issues, especially as they relate to the interaction of the department with other areas of the hospital.

• Provides some operational needs of the office assist in training new employees and volunteers.

• An initial training on-site in Somerville for the first 90 days

• Performs other duties as assigned.

Skills/Abilities/Competencies

• Excellent customer service skills

• Strong communication, interpersonal and team skills

• Ability to exercise judgment in dealing with sensitive, confidential information

• Detail-oriented with the ability to enter information accurately on paper and into electronic systems

• Ability to handle a high volume of calls and work in a fast-paced environment

• Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

• Requires ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or cancelling, message to the provider, update insurance or demographic information - using the tools and protocols available.

Working Conditions

• Work model: Hybrid Variance

• 90 days onsite training (Office location Assembly Row)

• Normal office conditions. May require occasional local/regional travel to attend meetings.

• May require to attendance at meetings outside of regular schedule hours.

• Must be able to work in a high-pressure and dynamic environment.

• A cubicle or shared office space will be provided

• Call center environment, no in person patient/customer contact.

• Highly collaborative and dynamic environment

Qualifications

• High School Diploma required, Associate's Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program, preferred

• Completion of a certified Medical Terminology course, preferred.

• Medical office or health care or other relevant experience required.

• Basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.

• Epic experience strongly preferred.

• Experience in a call center environment

• Prior customer service work experience, specifically in a contact/call center environment, preferred.