Scheduler/Staffing Coordinator Float Pool BWH

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<br>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.<br><br>Does this position require Patient Care?<br>No<br><br>Essential Functions<br>-Coordinates the registration and scheduling for new patient appointments. <br>
-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. <br>
-Answers telephone, triages calls, and takes accurate and detailed messages using professional and courteous customer service techniques. <br>
-Provides basic information and instructions to patients regarding the practice and Hospitals across the enterprise. <br>
-Obtains all patient information required by the providers prior to an appointment. Ensures that the medical records are available to all health care providers. <br>
-Completely and accurately transcribes call, referral and scheduling information in multiple systems. <br>
-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. <br>
-Maintains confidentiality and privacy consistent with HIPAA guidelines. <br>

 

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 We