Job Description

Site Site: The General Hospital Corporation 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. 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. 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. 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. Experience: Can this role accept experience in lieu of a degree? No. 0–1 year of customer service experience, preferably in a high-volume contact center or call center environment. 0–1 year of experience in a medical office, healthcare setting, or patient-facing healthcare environment preferred. Experience using Epic electronic medical records (EMR) system preferred. Medical Terminology required. 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 Department: MGH Radiology Scheduling Call Center Schedule: Monday - Friday | 9:30am- 6pm Onsite Benefits: Medical, Dental, Vision, 403b retirement plan, tuition reimbursement, discounted MBTA pass & more! Remote Type: Onsite Work Location: 1620 Tremont Street Scheduled Weekly Hours: 40 Employee Type: Regular Work Shift: Day (United States of America) Pay Range: $18.58 - $26.58/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. EEO Statement The General Hospital Corporation 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. Competency Framework 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. Values and Culture Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where 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. Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence. #J-18808-Ljbffr

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