Scheduling Specialist, Ambulatory Contact Center

About 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.

Key Responsibilities

• Handle 100-200 phone calls per day
• Address online requests
• Complete patient registration to schedule or reschedule appointments
• Ensure patients, providers, and other customers receive timely, efficient, and high-quality service

Qualifications

Education

• High School Diploma or equivalent required
• Associate's degree preferred

Required Skills

• 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
• Exceptional 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

Schedule

• Monday through Friday, 40 hours per week
• Training is 8:00 AM – 4:30 PM ET, required for the first 2–4 weeks
• Shifts will be determined by business needs; new hires must be open to all shifts
• Orthopedics center is open 8:00 AM – 5:00 PM. Shifts available: 8:00 AM – 4:30 PM, 8:30 AM – 5:00 PM
• Cardiology & Neurology are open 8:00 AM – 5:30 PM. Shifts available: 8:00 AM – 4:30 PM, 8:30 AM – 5:00 PM, or 9:00 AM – 5:30 PM

Remote Work Requirements

• All employees must be able to connect via ethernet cable to home router/modem to access web-based secure programs to complete duties compliantly with MGB-provided programs and equipment
• Must have a HIPAA-compliant workspace: a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure
• MGB-provided equipment required for use

Pay

$19.81 – $28.30 per hour (Grade 3)