Scheduling Specialist, Ambulatory Contact Center
Mass General Brigham is a passionate, welcoming community where brilliant minds meet caring hearts. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care through high-performing teams that drive groundbreaking medical discoveries.
About the role
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 handle 100-200 phone calls per day, address online requests, and complete patient registration to schedule or reschedule specialty appointments. There is no face-to-face interaction with patients or other customers; 90% of your time is spent on the phones. The goal is to ensure patients, providers, and other customers receive timely, efficient, and high-quality service while directly impacting patient experience.
Responsibilities
- Receive and make phone calls to schedule or reschedule specialty appointments for multiple entities
- Handle 100-200 phone calls per day
- Address online scheduling requests
- Complete patient registration processes
Requirements
- High School Diploma or equivalent (required)
- Associates degree (preferred)
- Tech-savvy and comfortable with high-volume workloads
- Organized and detail-oriented
- Ability to read and follow standard operating procedures
- Ability to multi-task across various programs (e.g., using multiple monitors) and problem-solve
- Exceptional customer service background
- Strong knowledge of Microsoft products
- Medical office, healthcare, or other relevant experience (required)
- Prior customer service work experience, specifically in a contact/call center environment (preferred)
- Computer skills, including demonstrated ability to use Microsoft Outlook, Excel, and general data entry concepts
- 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
- First 90 days is the standard probationary period
- Shifts determined by business needs; new hires must be open to all shifts
- Orthopedics center hours: 8:00 AM – 5:00 PM; shifts available: 8:00 AM – 4:30 PM, 8:30 AM – 5:00 PM
- Cardiology & Neurology hours: 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
Working Conditions
- Remote role requires a stable, secure, quiet, and compliant workstation with an ethernet connection
- Must have a HIPAA-compliant workspace (dedicated, private, free from distraction, and separate from others)
- Must use MGB-provided equipment and programs
- All employees must connect via ethernet cable to a home router/modem for secure access
Pay
Pay Range: $19.81 - $28.30/hour (Grade 3). Base pay is determined by skills, relevant experience, education, certifications, and other essential factors. In addition to competitive base pay, Mass General Brigham offers comprehensive benefits, career advancement opportunities, differentials, premiums, bonuses, and recognition programs.
Work Location: 399 Revolution Drive (Remote)