Remote Scheduling Specialist

• Functions as the face of departments 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 the Hospital. Arranges for transport, interpreter and other services as required by the patients.
• 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 Massachusetts General Hospital ambulatory practices; supports ongoing communication and provides service recovery when needed with patients and referring physicians
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Keeps supervisor informed of issues, especially as they relate to the interaction of the department with other areas of the hospital.
• Provides some operational needs of the office, including but not limited to ordering supplies; assist in training new employees and volunteers.
• Performs other duties as assigned.
  
  

• High School Diploma required

• Associate’s Degree in Secretarial Science/Business, or a Secretarial Training Certificate Program
• Completion of a certified Medical Terminology course

• 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

• Epic experience strongly preferred
• Prior customer service work experience, specifically in a contact/call center environment

• 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.

• Office setting near the MGH main campus in Boston.
• 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