What are the responsibilities and job description for the Scheduling Specialist, Ambulatory Contact Center position at Mass General Brigham?
Site: The General Hospital Corporation
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
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.
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
Working Conditions and Required Shifts
Remote
Work Location
399 Revolution Drive
EEO Statement
The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
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.
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.
- 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 hours are 8a - 5p. Shifts Available; 8-4:30pm, 8:30-5pm
- Cardiology & Neuro; open hours are 8a-5:30p, shifts start at 8am, 830am or 9am ET
- Remote role requires Stable, Secure, Quiet, HIPAA compliant workstation with ethernet connection
- 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).
Remote
Work Location
399 Revolution Drive
EEO Statement
The General Hospital Corporation is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
