Interventional Radiology Senior Scheduler

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.

Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration and scheduling processes, which may involve more complex cases. Ensures that patients, referring providers, and other customers receive timely, efficient, and high-quality service.

• Coordinates 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 of 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 medical records are available to all healthcare 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.
• Works to ensure all the BWH expectations are met by scheduling referral appointments and radiology orders.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Performs other duties as assigned
• Complies with all policies and standards

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Medical office/healthcare experience:

2-3 years of related work experience in a medical office, hospital, clinic, physician practice, or comparable healthcare setting required.

Epic experience:

2-3 years of hands-on experience using Epic in a healthcare environment required.

Customer service experience:

2-3 years of customer service work

Experience must specifically include working in a contact center or call center environment.

Experience should demonstrate skills such as:
Handling a high volume of inbound and/or outbound calls Assisting customers, patients, or clients

Resolving questions, concerns, or service issues Documenting interactions accurately Navigating multiple systems while assisting callers Maintaining professionalism and service standards

• Excellent customer service skills.
• 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…