Scheduling Specialist

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, handling outbound 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.

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.
• All training will be done virtually

*Performs other duties as assigned.

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 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

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 ability to translate the request of the patient or referring office into the appropriate action - appointment scheduling or canceling, message to the provider, update insurance or demographic information - using the tools and protocols available.
* Requires in-depth knowledge of the referral triage processes and insurance stipulations that may affect appointment scheduling.