Scheduler, General Surgery

About the role

The Mass General Brigham Medical Group is a system-led operating entity within Mass General Brigham, focusing on delivering high quality, low cost, innovative community-based ambulatory care. Wentworth Health Partners, an affiliate of Wentworth-Douglass Hospital, offers comprehensive surgical care for patients requiring elective, outpatient, and emergency surgical services.

Responsibilities

• Supports scheduling operations for an assigned surgeon, helping to coordinate appointments and ensure smooth patient flow throughout the day.
• Coordinates registration and scheduling for new patient appointments.
• Documents all patient demographic, medical, financial, and referral information into the computer in strict compliance with established department procedures.
• Answers telephone, triages calls, and 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.
• Obtains all patient information required by the providers prior to an appointment.
• Ensures that medical records are available to all healthcare providers.
• Completely and accurately transcribes call, referral and scheduling information in multiple systems.
• Provides excellent customer service to both internal and external customers of the Mass General Brigham Hospitals and ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians.
• Works to ensure all the BWH expectations are met by scheduling referral appointments and radiology orders.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.

Requirements

• Customer service work experience, specifically in a contact/call center environment 0-1 years required.
• Experience in a medical office or health care setting, with Epic experience 0-1 years preferred.
• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel, and general data entry concepts and search functionality.
• Strong communication, interpersonal, and team skills.
• 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.
• Ability to translate 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.
• In-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Qualifications

• High School Diploma or Equivalent required.

Skills

• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use Microsoft Outlook, Excel, and general data entry concepts and search functionality.
• Strong communication, interpersonal, and team skills.
• 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.
• Ability to translate 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.

Benefits

At Mass General Brigham, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

Pay

$17.71 - $24.40/Hourly Grade 3

Schedule

Day (United States of America)