Radiology Scheduler- Call Center

Mass General Brigham•Boston, MA

7d•$19 - $27•Onsite

About The Position

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 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. This is a telephone/computer-based position; there is no face-to-face interaction with patients or other customers. Essential Functions: Functions as the face of enterprise to initiate and coordinate 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 call, 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.

Requirements

High School Diploma or Equivalent required
customer service work experience, specifically in a contact/call center environment 0-1 year required
experience in a medical office or health care setting, with Epic experience 0-1 year preferred
Excellent customer service skills.
Knowledge of basic computer skills, including demonstrated ability to effectively use of 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 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.
previous customer service work experience, specifically in a contact/call center environment
knowledge of medical terminology

Nice To Haves

Epic experience 0-1 year preferred

Responsibilities

Functions as the face of enterprise to initiate and coordinate 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 call, 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.