Patient Service Coordinator Call Center - Martha's Vineyard Hospital

About the role

This position serves as the front line of the organization to coordinate registration and initiate scheduling for new patient appointments. It involves verifying and updating patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling an appointment.

Responsibilities

• Answers telephone, takes accurate and detailed messages using professional and courteous customer service techniques.
• Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Completely and accurately transcribes call, referral and scheduling information.
• Translates the request of the patient or referring office into the appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• Uses decision trees and other guidelines to schedule patient visits and coordinate care.
• Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service.

Requirements

• Experience customer service work experience, specifically in a contact/call center environment 0-1 year required.
• Experience in a medical office or health care setting, with Epic experience 0-1 year preferred.

Qualifications

• High School Diploma or Equivalent required.

Skills

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
• Strong communication, interpersonal and team skills.
• Ability to exercise judgment in dealing with sensitive, confidential information.
• Detail-oriented with the ability to enter information accurately on paper and into electronic systems.
• Ability to handle a high volume of calls and work in a fast-paced environment.

Benefits

The benefits offered by Mass General Brigham include comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. For more details, please refer to the EEO Statement and the Mass General Brigham Competency Framework.

Pay

$21.32 - $44.22/Hourly Grade SM1207

Schedule

Onsite Work Location: One Hospital Road