Scheduler Inpatient

About the role

Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration, and scheduling processes. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service.

Responsibilities

• Coordinates the 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 for the purpose of getting a hospital registration number and scheduling an appointment.
• 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 the medical records are available to all health care 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.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.

Requirements

• Education: High School Diploma or Equivalent required. Experience cannot be substituted for the degree.
• 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

• 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.
• 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.
• Requires the ability to translate the request of the patient or referring office into the