Scheduler- Call Center
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Job Location:
Boston, NH - USA
Hourly Salary:
$ 18 - 26
Posted on:
28 days ago
Vacancies:
1 Vacancy
Job Summary
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
9:30 am to 6:00pm
previous customer service work experience specifically in a contact/call center environment
knowledge of medical terminology
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)
call center experience preferred
Medical terminology required
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$18.22 - $26.06/HourlyGrade
3EEO Statement:
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.
Key Skills
- Employee Orientation
- Operational Risk Management
- Primavera
- Computer Skills
- Primavera P6
- Medical office experience
- Medical Terminology
- Schedule Management
- Production Planning
- Microsoft Project
- Medical Scheduling
- Phone Etiquette
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
