About this Interventional Radiology Senior Scheduler role at Mass General Brigham
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.
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, which may involve more complex cases. Ensures that patients, referring providers, and other customers receive timely, efficient, and high-quality service.Essential Functions:
-Coordinates 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 calls, and 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 medical records are available to all healthcare 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.
-Works to ensure all the BWH expectations are met by scheduling referral appointments and radiology orders.
-Maintains confidentiality and privacy consistent with HIPAA guidelines.
-Performs other duties as assigned
-Complies with all policies and standards
Qualifications
Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree?
No
Medical office/healthcare experience:
2–3 years of related work experience in a medical office, hospital, clinic, physician practice, or comparable healthcare setting required.
Epic experience:
2–3 years of hands-on experience using Epic in a healthcare environment required.
Customer service experience:
2–3 years of customer service work
Experience must specifically include working in a contact center or call center environment.
Experience should demonstrate skills such as: Handling a high volume of inbound and/or outbound calls Assisting customers, patients, or clients
Resolving questions, concerns, or service issues Documenting interactions accurately Navigating multiple systems while assisting callers Maintaining professionalism and service standards
Knowledge, Skills and Abilities
- Excellent customer service skills.
- Basic computer skills, including demonstrated ability to effectively use 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 the 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)
Department: BWH Interventional Radiology
Schedule: Monday - Friday | 4 days week 10 hour days from 6:30 am- 5:00 pm | onsite | hybrid after 90 days of training
Compensation: The posted salary reflects the starting range for this position. Actual compensation will be based on the selected candidate's qualifications, including experience, education, and relevant skills.
Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more!
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$20.84 - $29.79/Hourly
Grade
4
EEO 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.