Scheduling Specialist - Mass General Brigham Access Center
Mass General Brigham(PHS)

Boston, Massachusetts

Posted in Health and Safety

Job Info

General Summary

Under the direction of the Supervisor of the MGB Access Center, incumbent will receive incoming phone calls and online requests from both patients and referring providers interested in accessing care at a Mass General Brigham Hospital, perform patient registration, and scheduling processes. The key role of the Scheduling Specialist is to ensure that patients, referring providers and other customers receive timely, efficient and high quality service. This is a telephone based position; there is no face-to-face interaction with patients or other customers.

Principal Duties & Responsibilities

  • Functions as the face of enterprise to initiate and coordinate 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, 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.
  • Performs other duties as assigned


Required Education
  • High School Diploma required.
Preferred Education
  • Associate degree in Secretarial Science/Business, or a Secretarial Training Certificate Program.
  • Completion of a certified Medical Terminology course.
Required Experience
  • Medical office or health care or other relevant experience required.
  • Basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality.
Preferred Experience
  • Epic experience strongly preferred.
  • Prior customer service work experience, specifically in a contact/call center environment.
Skills & Abilities
  • Excellent customer service skills.
  • 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 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.
Fiscal Responsibility

Prudent use of hospital resources

Working Conditions
  • On/Near an MGB Site (Remote options available for those that qualify).
  • Call center environment, no in person patient/customer contact.
  • Cubicle-type workspace.
  • Employee may be required to travel off-site to other Partners facilities to attend meetings and trainings.
  • Highly collaborative and dynamic environment.

EEO Statement
Mass General Brigham is an Equal Opportunity Employer & by embracing diverse skills, perspectives and ideas, we choose to lead. 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.

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