Radiology Scheduler

Mass General Brigham•Boston, MA

4d•Onsite

About The Position

Under direction, the Radiology Scheduler receives incoming communications and online requests from patients and referring providers seeking care, performs patient registration and scheduling, and ensures 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 role is in the MGH Radiology Scheduling Call Center, onsite at 1620 Tremont Street, with a Monday–Friday schedule from 9:30 a.m. to 6:00 p.m. and 40 scheduled weekly hours.

Requirements

High school diploma or equivalent.
0–1 year of customer service experience; experience in a high-volume contact center or call center is preferred.
0–1 year of experience in a medical office, healthcare setting, or patient-facing healthcare environment.
Experience using the Epic electronic medical records (EMR) system.
Knowledge of medical terminology.
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 manage a high volume of calls in a fast-paced environment.
Ability to translate patient or referring-office requests into appropriate actions using available tools and protocols.
In-depth knowledge of referral triage processes and insurance stipulations that may affect appointment scheduling.

Nice To Haves

Customer service experience in a high-volume contact center or call center environment.

Responsibilities

Initiate and coordinate registration and scheduling for new patient appointments as a representative of the enterprise.
Enter patient demographic, medical, financial, and referral information into computer systems 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 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, support ongoing communication, and provide service recovery when needed for patients and referring physicians.
Maintain confidentiality and privacy in accordance with HIPAA guidelines.
Use referral triage processes and insurance stipulations to determine appropriate actions, including scheduling or cancelling appointments, sending messages to providers, and updating insurance or demographic information.