Scheduler- Call Center

Scheduler
- Call Center

Mass General Brigham

Job Summary
:
Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration, and scheduling processes. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service. This is a telephone/computer-based position; there is no face-to-face interaction with patients or other customers.

• 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 an appointment.
• Answers telephone, triages call, takes accurate and detailed messages using professional and courteous customer service techniques.
• Provides basic information and instructions to patients regarding the practice and hospitals across the enterprise.
• 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 Mass General Brigham hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.

High School Diploma or Equivalent required

• Customer service work experience, specifically in a contact/call center environment – 0‑1 year required.
• Experience in a medical office or health care setting – 0‑1 year preferred.
• Epic experience – 0‑1 year preferred.

• Excellent customer service skills.
• Basic computer skills, including demonstrated ability to use Microsoft Outlook, Excel and general data entry concepts.
• 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.
• Ability to translate the request of the patient or referring office into the appropriate action – appointment scheduling, cancelling, messaging to the provider, updating insurance or demographic information – using the tools and protocols available.
• In‑depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

• Call center experience preferred.
• Medical terminology required.

• Remote Type:
  Onsite
• Work Location:
  
  1620 Tremont Street
• Scheduled Weekly
  
  Hours:
  
  40
• Employee Type:
  Regular
• Work Shift:
  
  Day (United States of America)
• Pay Range: $18.22 – $26.06/Hourly
• Grade: 3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience, education, certifications and other essential factors. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

1200 The General Hospital Corporation is an Equal Opportunity Employer. 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.

To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at .