Interventional Radiology Senior Scheduler

Mass General Brigham•Boston, MA

13h•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 works to provide timely, efficient, and high-quality service to patients, referring providers, and other customers. The scheduler coordinates new-patient appointments; enters demographic, medical, financial, and referral information into computer systems; answers and triages telephone calls; and provides information and instructions about the practice and hospitals. The role obtains required patient information, ensures medical records are available to healthcare providers, and accurately records call, referral, and scheduling details across multiple systems. It also supports referral appointment and radiology-order scheduling, communicates with patients and referring physicians, performs service recovery when needed, and protects confidentiality in accordance with HIPAA guidelines. This is a regular, 40-hour-per-week position in BWH Interventional Radiology. The schedule is Monday through Friday, four 10-hour days, from 6:30 a.m. to 5:00 p.m. The role is onsite during 90 days of training and hybrid afterward. The posted hourly pay range is $20.84–$29.79. The position is based at 45 Francis Street.

Requirements

High school diploma or equivalent.
Two to three years of related work experience in a medical office, hospital, clinic, physician practice, or comparable healthcare setting.
Two to three years of hands-on Epic experience in a healthcare environment.
Two to three years of customer-service experience, specifically in a contact center or call center environment.
Contact-center experience handling a high volume of inbound and/or outbound calls, assisting customers, patients, or clients, resolving questions or service issues, documenting interactions, navigating multiple systems, 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 and 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 interpret patient or referring-office requests and take appropriate action, such as scheduling or canceling appointments, sending provider messages, or 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.
Experience cannot be accepted in lieu of the education requirement.

Responsibilities

Coordinate registration and scheduling for new-patient appointments.
Enter patient demographic, medical, financial, and referral information in computer systems in accordance with department procedures.
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 required patient information before appointments and ensure medical records are available to healthcare providers.
Accurately transcribe and document call, referral, and scheduling information in 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 with 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 applicable policies and standards.