Scheduling Specialist, Ambulatory Contact Center

Mass General Brigham (Enterprise Services); Somerville (MA); Remote; USD 56.764.000 - 81.091.000; Vollzeit

Zusammenfassung

Mass General Brigham is seeking a Scheduling Specialist for the Ambulatory Contact Center. The role involves handling inbound and outbound calls to schedule or reschedule appointments for Neurology, Orthopedics, Cardiology, Urology, and Multi-Service patient care.

90% of time is on the phone; 75–100 calls daily, with patient registration and online request handling. Shifts include a 40-hour week with training hours initially, remote work eligibility, HIPAA compliance, and required home

Qualifikationen

• High School Diploma or equivalent required.
• Associates degree preferred.
• Tech-savvy with high volume workloads.
• Organized and detail oriented; follows SOPs.
• Able to multitask across multiple programs and screens.
• Strong customer service background and Microsoft products knowledge.
• Experience with Outlook, Excel and data entry required.
• Epic or similar EHR experience desired.

Aufgaben

• Handle 75–100 phone calls daily to schedule or reschedule specialty appointments.
• Perform patient registration to schedule appointments for multiple entities.
• Respond to online requests with timely, accurate information.
• Maintain high quality service and improve patient experience.

Kenntnisse

Customer service

Microsoft Office

Multi-tasking

Attention to detail

SOP adherence

Communication skills

Ausbildung

High School Diploma or equivalent

Associates degree preferred

Tools

Outlook

Excel

EHR systems (Epic or similar)

Jobbeschreibung

Job Summary

Neurology, Ortho, Cardiology and Multi Service Lines

Centralized Services, Enterprise Services

About Us

Mass General Brigham is a passionate, welcoming community where brilliant 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.

A wide range of clinical and non-clinical employment opportunities exist at our member hospitals and at our other health care and research organizations. Find the job in our dynamically growing, integrated network that's right for you.

The Opportunity

Mass General Brigham is seeking Full-Time Scheduling Specialists to support Neurology, Orthopedics, Cardiovascular, Urology, and MGH Multi-Service patients and providers. This is an inbound and outbound contact center position where you will be responsible for receiving and placing phone calls to schedule or reschedule 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 phone. Responsibilities include handling an average of 75-100 phone calls per day, addressing online requests, and completing patient registration to schedule or reschedule appointments.

Our goal is to ensure that patients, providers, and other customers receive timely, efficient, and high-quality service. In this role, you get the opportunity to directly impact patient experience and help us drive healthcare forward!

Qualifications

Must be open to all shifts; 8-4:30pm, 8:30-5pm and/or 9-5:30pm

Education and Skills for Success

• 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 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

Required Shifts

• Monday - Friday 40 hours per week
• For the first 4-6 weeks, the required schedule is 8am-430pm ET for training
• Shifts will be determined by business needs
• Ortho Center: 8a - 5p. Shifts Available; 8a-4:30pm, 8:30a-5pm
• Cardiology & Neuro; Hours: 8a-5:30p, shifts start at 8am, 830am or 9am ET
• Remote employees are required to have a stable, secure, quiet, HIPAA compliant workstation with ethernet connection (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).
• The First 90 days are a probationary period and performance will be reviewed

Additional Job Details (if applicable)

Scheduling Specialist Ambulatory Contact Center

Shifts will fall between below department hours

• Urology 8a - 430p
• MGH Multi Service Areas, Ortho and Neuro 8a - 5p
• Card 8a - 530p

JP100315 - Scheduler

Must be open to all shifts; 8-4:30pm, 8:30-5pm and/or 9-5:30pm

Working Agreement

• All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly.
• Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).
• Annual flu vaccine is required, during flu season.

Remote Work Requirements and Required Shifts

• Monday - Friday 40 hours per week
• For the first 4-6 weeks, the required schedule is 8am-430pm ET for training
• Shifts will be determined by business needs
• Ortho Center: 8a - 5p. Shifts Available; 8a-4:30pm, 8:30a-5pm
• Cardiology & Neuro; Hours: 8a-5:30p, shifts start at 8am, 830am or 9am ET
• Remote employees are required to have a stable, secure, quiet, HIPAA compliant workstation with ethernet connection (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).
• The First 90 days are a probationary period and performance will be reviewed

Remote Type

Remote

Work Location

399 Revolution Drive

Pay Range

$19.81 - $28.30/Hourly

Grade

3At 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:

0100 Mass General Brigham Incorporated 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.

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.