Scheduling Specialist - Virtual Relationship Center- Remote

About Us

Mass General Brigham Medical Group (MGBMG) is the community-based ambulatory practice for Mass General Brigham (MGB). Focused on high quality, low cost, and innovative ambulatory care, MGBMG stems from MGB's unified system strategy to bring health care closer to patients while lowering total health care costs. MGBMG provides a wide range of offerings, including outpatient surgery, imaging, primary care, behavioral and mental health, and specialty care, both digitally as well as at physical locations across eastern Massachusetts and the surrounding region.

We are looking for team members who possess not only the relevant skills and growth potential, but positive attitudes, flexibility, and creative mindsets to join our expanding team.

Our core values are shared fundamental beliefs that guide our decision-making and behavior and bind us together as a team. At MGBMG, we are:

• Bravely Human: We approach our work with empathy, vulnerability, and kindness.

• Clearly Honest: We seek to provide clarity amongst our teams and patients.

• Proudly Collaborative: We are all part of a team - each bringing our unique talents to bear.

• Intentionally Consistent: We intentionally live our purpose, providing a cohesive experience for both patients and providers.

• Exceptionally Creative: We continue to learn, grow, and iterate on the ways we work.

Why This Role Is Important

Under the direction of the Senior Clinical Manager of the Virtual Relationship Center, the Scheduling Specialist will manage incoming phone calls, referral and order management from both patients and referring providers interested in accessing care at MGBMG 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 fully remote telephone-based position; there is no face-to-face interaction with patients or other customers. The schedule for this position will be Monday to Friday 8:30am-5pm.

What You'll Work On

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

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

• Answer telephones, triage calls, take accurate and detailed messages using professional and courteous customer service techniques.

• Provide basic information and instructions to patients regarding the practices.

• Arrange for transport, interpreter, and other services as required by the patients.

• Ensure that the medical records are available to all health care providers.

• Completely and accurately transcribe calls, referrals, and scheduling information in appropriate systems.

• Provide excellent customer service to both internal and external customers of the MGBMG ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.

• Maintain confidentiality and privacy consistent with HIPAA guidelines.

• Keep supervisor informed of issues, especially as they relate to the interaction of the department with MGBMG practices.

• Perform other duties as assigned.

Qualifications:

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

• Completion of a certified Medical Terminology course, preferred.

• 1-3 years 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.

• 1 year of Epic experience strongly preferred.

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

Preferred Experience We Hope You Have

• Service mentality, flexibility, and interest in working in an environment that promotes innovation and a culture of excellence.

• Comfort using new technology and software.

• A kind and compassionate individual who employs professional interpersonal skills.

• High tolerance and comfortability with ambiguity and shifts in responsibilities and processes.