Scheduler

Mass General Brigham; Oregon; Hybrid; USD 29,000 - 32,000; Full time

Job summary

Mass General Brigham is seeking a Patient Access Specialist to support patient registrations and scheduling processes. You will collect demographic and insurance information, route inquiries, and ensure timely, high-quality service to patients and referring providers across the enterprise.

The role requires strong customer service, accurate data entry, and knowledge of HIPAA privacy. Flexible, remote-capable work with standard hours and access to hospital resources may be provided.

Qualifications

• Education: High School Diploma or Equivalent required.
• Experience: 0–1 year in customer service, specifically in a contact/call center environment.
• Experience in a medical office or health care setting, with Epic experience, 0–1 year preferred.

Responsibilities

• Coordinates patient registration and scheduling for new patient appointments.
• Documents patient demographic, medical, financial, and referral information into the computer per department procedures.
• Answers phone calls, triages calls, and leaves accurate messages with professional customer service.
• Provides basic information and instructions to patients regarding the practice and hospitals.
• Obtains patient information required by providers prior to appointments and ensures medical records are available.

Skills

Excellent customer service

Microsoft Outlook

Excel

Data entry

Strong communication

Education

High School Diploma or Equivalent

Tools

Epic

Job description

Site

North Shore Medical Center, 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

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. Does this position require Patient Care? No.

Essential Functions

• 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.

Qualifications

Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No

Licenses and Credentials Experience Customer service work experience, specifically in a contact/call center environment 0-1 year required and Experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Knowledge, Skills and Abilities

• 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 appropriate action – appointment scheduling or cancelling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• Requires an in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

Additional Job Details (if applicable)

Physical Requirements

Standing Occasionally (3-33%) Walking Occasionally (3-33%) Sitting Constantly (67-100%) Lifting Occasionally (3-33%) 20lbs - 35lbs Carrying Occasionally (3-33%) 20lbs - 35lbs Pushing Rarely (Less than 2%) Pulling Rarely (Less than 2%) Climbing Rarely (Less than 2%) Balancing Occasionally (3-33%) Stooping Occasionally (3-33%) Kneeling Rarely (Less than 2%) Crouching Rarely (Less than 2%) Crawling Rarely (Less than 2%) Reaching Occasionally (3-33%) Gross Manipulation (Handling) Constantly (67-100%) Fine Manipulation (Fingering) Frequently (34-66%) Feeling Constantly (67-100%) Foot Use Rarely (Less than 2%) Vision - Far Constantly (67-100%) Vision - Near Constantly (67-100%) Talking Constantly (67-100%) Hearing Constantly (67-100%)

Remote Type

Remote

Work Location

81 Highland Avenue

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $25.28/Hourly

Grade 3

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, 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.

EEO Statement

3200 North Shore Medical Center, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.