Scheduling Specialist Ambulatory Contact Center

Job Description - Scheduling Specialist Ambulatory Contact Center (3300340)

Please double check you have the right level of experience and qualifications by reading the full overview of this opportunity below.

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.

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.

Qualifications

Education and Skills

• 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.
• 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.
• Remote role requires stable, secure, quiet, HIPAA compliant workstation with ethernet connection.

Working Agreement

• 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).

Mass General Brigham is an Equal Opportunity 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 the law.

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