Scheduler, Call Center

Salem Hospital NSMCLawrence, MA, US

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Scheduler Position

Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham's unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine. The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites.

We are seeking a full-time, 40-hour Scheduler to join our team! This role will support our multidisciplinary team by handling a high volume of inbound calls, averaging approximately 70-90 calls per day, per agent. Responsibilities include scheduling appointments, answering questions, handling complaints, and troubleshooting problems. The goal is to ensure that our callers receive timely, efficient, and high-quality service! The ideal schedule for this role is Monday to Friday, from 8 : 30 AM to 5 : 00 PM. Our Call Center is based out of 370 Merrimack Street in Lawrence, MA. Employees are expected to be onsite for all hours worked during onboarding / training for the first few weeks, but there are options for remote work after the successful completion of that probationary period and fully acclimated to the role.

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.

Essential Functions :

Coordinates the registration and scheduling for new patient appointments.
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

Licenses and Credentials : Experience Customer Service Experience 1-2 years preferred or Call Center 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 :

Remote Type : Remote

Work Location : 500 Merrimack Street

Scheduled Weekly Hours : 40

Employee Type : Regular

Work Shift : Day (United States of America)

Pay Range : $17.36 - $24.79 / 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.

Mass General Brigham Medical Group, 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.

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Call Center Scheduler • Lawrence, MA, US