Scheduler
Partner's Healthcare

Site: The Brigham and Women's Hospital, Inc.

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare - people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds - to apply.

Job Summary
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.

Essential Functions: Functions as the face of enterprise to initiate and coordinate registration and scheduling for new 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 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.

Qualifications

Education
High School Diploma or Equivalent required

Experience
customer service work experience, specifically in a contact/call center environment 0-1 year required experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills and Abilities
- Excellent customer service skills.
- Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
- 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 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.
- Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Additional Job Details (if applicable)

Onsite Monday to Friday
9:30-6:00

Remote Type

Onsite

Work Location

1620 Tremont Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

The Brigham and Women's Hospital, Inc. 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.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.