Scheduler, Call Center

Site: Mass General Brigham Medical Group, Inc.

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.

The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine. The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites.

We are seeking a full-time, 40-hour Scheduler to join our team! This role will support our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include scheduling appointments, answering questions, handling complaints, and troubleshooting problems. The goal is to ensure that our callers receive timely, efficient, and high-quality service!

The ideal schedule for this role is Monday to Friday, from 8:30 AM to 5:00 PM.

Our Call Center is based out of 370 Merrimack Street in Lawrence, MA. Employees are expected to be onsite for all hours worked during onboarding/training for the first few weeks, but there are options for remote work after the successful completion of that probationary period and fully acclimated to the role.

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.

Essential Functions

-Coordinates the 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 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 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

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Experience

Customer Service Experience 1-2 years preferred or Call Center Experience 0-1 year preferred

Knowledge, Skills and Abilities

-Excellent customer service skills.

-Knowledge of 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)

Additional Job Description

Remote Type

Remote

Work Location

500 Merrimack Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.36 - $24.79/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 if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

Mass General Brigham Medical Group, Inc. 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 (857)-282-7642.

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.