What are the responsibilities and job description for the Scheduling Specialist Ambulatory Contact Center position at Mass General Brigham?
About Us
As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.
We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development and we recognize success at every step.
Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.
The Opportunity
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!
Qualifications
Education and Skills
High School Diploma or equivalent required.
Associates degree preferred.
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.
Candidates must have a strong customer service background.
Strong knowledge of Microsoft products.
Experience
Medical office, health care or other relevant experience required.
Prior customer service work experience, specifically in a contact/call center environment preferred.
Computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel and general data entry concepts and search functionality required.
Epic or other cloud-based electronic health record (EHR) systems experience desired.
Working Conditions and Required Shifts
- Monday Through Friday 40 hours per week
- Training starts at 8am ET, this is required for the first 2-4 weeks
- Shifts will be determined by business needs
- Ortho center is open 8a - 8p. Shifts Available; 8-4:30pm, 8:30-5pm, 9-5:30pm, and 10:30a-6p or 11:30-8p
- Cardiology & Neuro; open 8a-5:30p, shifts start at 8am, 830am or 9am ET.
- Remote role requires Stable, Secure, Quiet, HIPPA compliant workstation with ethernet connection
- Employees must be open to all shifts for business need
Remote Policy
- All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly.
- 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).
