Radiology Scheduler

Mass General Brigham•Boston, MA

5d•Onsite

About The Position

Under direction, receives incoming communications and online requests from patients and referring providers seeking care. Performs patient registration and scheduling, ensuring patients, referring providers, and other customers receive timely, efficient, high-quality service. This is a telephone- and computer-based position with no face-to-face interaction with patients or other customers. The position initiates and coordinates registration and scheduling for new patient appointments, records patient demographic, medical, financial, and referral information in computer systems, and supports communication between patients, referring providers, and healthcare teams. It maintains patient confidentiality and privacy in accordance with HIPAA guidelines. The role is in the MGH Radiology Scheduling Call Center, onsite at 1620 Tremont Street, Monday through Friday from 9:30 a.m. to 6:00 p.m., with 40 scheduled hours per week.

Requirements

High school diploma or equivalent.
0–1 year of customer service experience; preferably in a high-volume contact center or call center environment.
0–1 year of experience in a medical office, healthcare setting, or patient-facing healthcare environment.
Experience using the Epic electronic medical records system.
Medical terminology knowledge.
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.
Detail-oriented, with the ability to enter information accurately on paper and in electronic systems.
Ability to handle a high volume of calls and work in a fast-paced environment.
In-depth knowledge of referral triage processes and insurance stipulations that may affect appointment scheduling.

Responsibilities

Initiate and coordinate registration and scheduling for new patient appointments.
Document patient demographic, medical, financial, and referral information in the computer in compliance with department procedures to obtain a hospital registration number and schedule appointments.
Answer and triage telephone calls, taking accurate and detailed messages using professional and courteous customer service techniques.
Provide patients with basic information and instructions regarding the practice and hospitals across the enterprise.
Obtain required patient information before appointments and ensure medical records are available to healthcare providers.
Accurately transcribe 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 service recovery with patients and referring physicians when needed.
Maintain confidentiality and privacy consistent with HIPAA guidelines.
Translate patient or referring-office requests into appropriate actions, such as scheduling or cancelling appointments, sending messages to providers, and updating insurance or demographic information.