Scheduling Specialist, Ambulatory Contact Center
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. Mass General Brigham is a passionate, welcoming community where brilliant minds meet caring hearts. Come be a part of the world's most powerful force in medicine, where every role is important in changing lives. Mass General Brigham is seeking full-time Scheduling Specialists to support Neurology, Orthopedics, and Cardiovascular patients and providers. This is an inbound and outbound contact center position where you will be responsible for receiving and making phone calls for the purpose of scheduling or rescheduling specialty appointments for multiple entities; There is no face-to-face interaction with patients or other customers, 90% of your time is spent on the phones. Responsibilities include handling 100-200 phone calls per day, addressing online requests, and completing patient registration to schedule or reschedule appointments. Our goal is to ensure that patients, providers, and other customers receive timely, efficient, and high-quality service. In this role, you get the opportunity to directly impact patient experience and help us drive healthcare forward!
Requirements
- High School Diploma or equivalent required
- Tech-savvy and comfortable with high volume workloads
- Organized and detail oriented
- Ability to read and follow standard operating procedures
- Ability to multi-task through various programs (using multiple monitors) and problem-solve
- Exceptional strong customer service background
- Strong knowledge of Microsoft products
- Medical office, health care or other relevant experience required
- Computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel and general data entry concepts and search functionality required
- All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly with MGB provided programs and equipment.
- Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure), MGB provided equipment required for use.
- Remote role requires Stable, Secure, Quiet, compliant workstation with ethernet connection
- Employees must be open to all shifts for business need
Nice To Haves
- Associates degree preferred
- Prior customer service work experience, specifically in a contact/call center environment preferred
- Epic or other cloud-based electronic health record (EHR) systems experience desired
Responsibilities
- Receiving and making phone calls for the purpose of scheduling or rescheduling specialty appointments for multiple entities
- Handling 100-200 phone calls per day
- Addressing online requests
- Completing patient registration to schedule or reschedule appointments
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Hospitals
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
