Scheduler/Staffing Coordinator Float Pool BWH

Brigham and Women's Hospital; Boston (MA); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking healthcare organization committed to exceptional patient care and groundbreaking medical discoveries. In this role, you'll manage patient registration and scheduling, ensuring a seamless experience for patients and providers alike. Your excellent communication and customer service skills will be key as you handle inquiries and maintain confidentiality in a fast-paced environment. This position offers a chance to be part of a dedicated team that values collaboration and strives for excellence in healthcare delivery. If you're passionate about making a difference in patients' lives, this opportunity is for you.

Qualifications

• 0-1 year of customer service experience in a call center environment required.
• Knowledge of HIPAA guidelines and patient confidentiality.

Responsibilities

• Coordinate patient registration and scheduling for new appointments.
• Provide excellent customer service to patients and referring providers.

Skills

Customer Service

Communication Skills

Data Entry

Microsoft Outlook

Microsoft Excel

Education

High School Diploma or Equivalent

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 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 Onsite Work Location 75 Francis Street Scheduled Weekly Hours 36 Employee Type Regular Work Shift Rotating (United States of America) EEO Statement: The Brigham and Women's Hospital, 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 (857)-282-7642. 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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.