Interventional Radiology Senior Scheduler

Mass General Brigham•Boston, MA

2d•$21 - $30•Hybrid

About The Position

Under direction, the Interventional Radiology Senior Scheduler receives incoming communications and online requests from patients and referring providers seeking care. The role performs patient registration and scheduling, including more complex cases, and ensures patients, referring providers, and other customers receive timely, efficient, high-quality service. The position is in the BWH Interventional Radiology department at 45 Francis Street. It is onsite during training and may become hybrid after 90 days of training. The schedule is four 10-hour days, Monday through Friday, from 6:30 a.m. to 5:00 p.m., for 40 scheduled hours per week. The stated hourly pay range is $20.84–$29.79. The scheduler coordinates new-patient appointments; gathers and records required demographic, medical, financial, and referral information; supports hospital registration and appointment scheduling; and obtains information and medical records needed by providers. The role answers and triages calls, provides practice and hospital information, accurately documents communications and scheduling details across multiple systems, and supports service recovery and ongoing communication with patients and referring physicians. The scheduler follows department procedures, BWH expectations, confidentiality and HIPAA requirements, and organizational policies and standards. The position requires a high school diploma or equivalent, 2–3 years of related medical office or healthcare experience, 2–3 years of hands-on Epic experience in a healthcare environment, and 2–3 years of customer service experience specifically in a contact center or call center environment. Experience should include handling high call volumes, assisting customers, resolving concerns, documenting interactions, navigating multiple systems, and maintaining professional service standards. Experience cannot substitute for the education requirement.

Requirements

High school diploma or equivalent; experience cannot be accepted in lieu of this requirement.
2–3 years of related work experience in a medical office, hospital, clinic, physician practice, or comparable healthcare setting.
2–3 years of hands-on Epic experience in a healthcare environment.
2–3 years of customer-service experience specifically in a contact center or call center environment.
Contact-center experience demonstrating high-volume inbound and/or outbound call handling; assisting customers, patients, or clients; resolving questions, concerns, or service issues; accurate interaction documentation; navigating multiple systems while assisting callers; and maintaining professionalism and service standards.
Excellent customer-service skills.
Basic computer skills, including effective use of Microsoft Outlook, Excel, data entry, and search functionality.
Strong communication, interpersonal, and teamwork skills.
Ability to exercise judgment when handling sensitive, confidential information.
Attention to detail and ability to enter information accurately on paper and in electronic systems.
Ability to handle a high volume of calls in a fast-paced environment.
Ability to translate patient or referring-office requests into appropriate actions, such as scheduling or canceling appointments, messaging providers, and updating insurance or demographic information, using available tools and protocols.
In-depth knowledge of referral triage processes and insurance stipulations that may affect appointment scheduling.

Responsibilities

Coordinate registration and scheduling for new-patient appointments.
Enter patient demographic, medical, financial, and referral information in accordance with department procedures to obtain a hospital registration number and schedule appointments.
Answer and triage telephone calls and take accurate, detailed messages using professional and courteous customer-service techniques.
Provide patients with basic information and instructions about the practice and hospitals across the enterprise.
Obtain patient information required by providers before appointments and ensure medical records are available to healthcare providers.
Accurately transcribe call, referral, and scheduling information across multiple systems.
Provide customer service to internal and external customers of Mass General Brigham hospitals and ambulatory practices.
Support ongoing communication and provide service recovery when needed for patients and referring physicians.
Schedule referral appointments and radiology orders in accordance with BWH expectations.
Maintain confidentiality and privacy consistent with HIPAA guidelines.
Perform other duties as assigned and comply with policies and standards.