Scheduling Specialist, Ambulatory Contact Center

Mass General Brigham • Somerville, MA

1d • $20 - $28 • Remote

About The Position

Mass General Brigham is hiring full-time Scheduling Specialists for its ambulatory contact center, supporting Neurology, Orthopedics, Cardiovascular, Urology, and MGH Multi-Service patients and providers. This inbound and outbound contact center role handles calls and online requests to schedule or reschedule specialty appointments and completes patient registration. There is no face-to-face interaction; approximately 90% of the work is spent on the phone, with an average of 75–100 calls per day. The role aims to provide patients, providers, and other customers with timely, efficient, high-quality service and contribute to the patient experience.

The position is remote and requires a stable, secure, quiet, HIPAA-compliant private workspace, a lockable file cabinet, and an ethernet connection. Employees work Monday through Friday, 40 hours per week, on shifts assigned according to business needs. Training is scheduled from 8:00 a.m. to 4:30 p.m. ET for the first 4–6 weeks. The first 90 days are a probationary period during which performance will be reviewed. An annual flu vaccine is required during flu season.

Requirements

• High school diploma or equivalent.
• Medical office, health care, or other relevant experience.
• Computer skills, including effective use of Microsoft Outlook, Excel, general data entry concepts, and search functionality.
• Tech-savvy and comfortable with high-volume workloads.
• Organized and detail-oriented.
• Ability to read and follow standard operating procedures.
• Ability to multitask across various programs using multiple monitors and to problem-solve.
• Strong customer service background.
• Strong knowledge of Microsoft products.
• Availability to work Monday through Friday, 40 hours per week, with shifts determined by business needs; must be open to shifts starting at 8:00 a.m., 8:30 a.m., or 9:00 a.m.
• Ability to connect to a home router or modem via ethernet to access secure web-based programs.
• Ability to maintain a dedicated, private, quiet, secure, distraction-free, HIPAA-compliant workspace separate from others, with a lockable file cabinet.
• Annual flu vaccination during flu season.

Nice To Haves

• Associate degree.
• Prior customer service work experience, especially in a contact or call center environment.
• Experience with Epic or other cloud-based electronic health record (EHR) systems.

Responsibilities

• Receive and place calls to schedule or reschedule specialty appointments for multiple entities.
• Handle an average of 75–100 phone calls per day.
• Address online requests.
• Complete patient registration to schedule or reschedule appointments.
• Provide timely, efficient, high-quality service to patients, providers, and other customers.

Benefits

• Comprehensive benefits.
• Career advancement opportunities.
• Differentials, premiums, and bonuses as applicable.
• Recognition programs designed to celebrate contributions and support professional growth.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED