Patient Access Coordinator, Neurology Call Center

massgeneralbrigham; Boston (MA); Hybrid; USD 31,000 - 44,000; Full time

Benefits offered by this job

Medical, Dental, Vision

403b retirement plan

Tuition reimbursement

discounted MBTA pass & more

Job summary

Mass General Brigham's Neurology Call Center in Boston seeks a Patient Access Coordinator to handle inbound calls and scheduling for Neurology and Radiology. The role follows department guidelines, verifies demographics and insurance, and ensures accurate appointment details.

Responsibilities include coordinating referrals and authorizations, maintaining clear communication with patients and physicians, and supporting e-referral workflows in a hybrid, 40-hour workweek with competitive benefits.

Qualifications

• High School degree required; associates or bachelor’s preferred.
• Prior call center or ambulatory practice experience is strongly preferred.
• Experience in a large, busy ambulatory setting and health insurance knowledge is beneficial.

Responsibilities

• Verifies patient demographics and insurance information at the start of each scheduling call.
• Schedules, reschedules, and cancels appointments across Neurology and Radiology.
• Communicates with patients, managers, physicians, and staff to ensure smooth call center operations.
• Triages calls to nurses or providers as needed and documents messages accurately.
• Processes prescription refills and coordinates prior authorizations per department guidelines.
• Assists with e-referral work queues and coordinates with referring providers on orders.

Skills

Call center experience

Customer service

Excellent communication

Teamwork

Healthcare terminology

Attention to detail

Multitasking

Education

High School diploma

Associates or bachelor's degree preferred

Tools

Epic

Job description

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Patient Access Coordinator follows hospital policies and procedures and answers the Neurology Department's inbound telephone calls using the Department's standard greeting and within the established service level.

Qualifications

• Verifies patient demographics and insurance information at the beginning of each scheduling call. If there is an update required, transfer the caller to the Patient Service Center at the conclusion of the call.
• Scheduling: Following Departmental and Hospital scheduling guidelines, schedules, reschedules, and cancels new and return patient appointments, Neurology procedures, and Radiology exams across all Neurology divisions. As indicated faxes paperwork and communicates the need for a referral or authorization number per Payor guidelines. Accurately communicate the date, time, and location of the appointment and with which physician the patient is scheduled.
• Communication : Maintains good communication with Patients, Managers, colleagues, physicians, and others regarding call center operations and meets with the Manager to discuss strategies, policies, and problems. Responds to requests for change that will improve practice conditions for physicians, by discussing them with the Manager. Performs daily functions that are in line with Departmental and Hospital Customer and Safety Standards. Works in a collegial and respectful manner with practice assistant colleagues.
• Patient messages: Following established department/and division protocols, sends messages to the patient's clinician. Accurately conveys to the patient or caller within what timeframe the message will be responded to. Triage calls per protocol. Triages calls to the Call Center Clinical nurse for review of complex cases as well as level of urgency. Triages calls to the providers, and administrative assistant staff per Division policy.
• Prescription Refill Requests : Following Department and Epic guidelines, takes prescription refill requests from callers and enters the request into Epic as a prescription refill request. Routes to the appropriate neurologist. Has a low threshold for making callouts to patients and pharmacies to validate medication details.
• Prescription and procedure prior authorizations: Gathers all necessary information needed to obtain prior authorizations per Department and payer procedures for those medications and procedures scheduled. Generates a soft transfer to the appropriate practice when specific neurology appointments need to be scheduled. Works collaboratively with practice-based colleagues to ensure all pre- and post-visit work is completed for a patient.
• Requests of patient/referring physician notes and any imaging/other studies needed for new patient visits prior to scheduling outside referrals.
• Scans outside medical records for upcoming pending new patient appointments per Hospital and Department guidelines.
• Administration : Assists with Neurology's e-referral work queues for all divisions by reaching out to patients who have orders in the system by making 1st attempt within 24 hours of receiving the order, making the 2nd attempt 2-3 business days after the 1st attempt. If the patient is unresponsive to the attempts, communicate with the referring provider. Other tasks as requested by the Patient Access Center Manager.

Qualifications

• High School degree and relevant experience required.
• Associates or bachelor's degree preferred.
• Prior Call center or Ambulatory practice experience is strongly preferred.
• Previous experience in a customer service role is strongly preferred.
• Previous experience in a large, busy ambulatory practice or call center setting is strongly preferred.
• Familiarity with medical terminology preferred.
• Excellent oral and written communication skills
• Ability to work collaboratively as a team member
• Previous experience with health insurance is preferred.
• Ability to take direction well from the manager

Additional Job Details (if applicable)

• Department: Neurology Call Center
• Schedule: Monday - Friday | 8am - 4:30pm | Hybrid
• Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more!
• Remote Type
• Hybrid
• Work Location
• 75 Francis Street
• Scheduled Weekly Hours
• 40
• Employee Type
• Regular
• Work Shift
• Day (United States of America)
• Pay Range
• $22.22 - $31.71/Hourly
• Grade
• 4

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our