Flex Scheduling Specialist Role

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  90-DAY ONSITE TRAINING REQUIRED (ASSEMBLY ROW/SOMERVILLE LOCATION)

General Overview

The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.

Under the direction of the Ambulatory Contact Center Supervisor, the Flex Scheduling Specialist will manage referrals and order management from both patients and referring providers interested in accessing care at any Mass General Brigham Hospital/Mass General Hospital and perform a complete patient registration as part of the scheduling process. The key role of the Flex Scheduling Specialist is to ensure that patients, referring providers, and other customers receive timely, efficient, and high-quality service. Another important role of the Flex Scheduling Specialist is to be able to quickly multi-task and cross-train with different specialties the Contact Center supports as it relates to inbound and outbound work. This is a telephone-based position; there is no face-to-face interaction with patients or other customers.

Location

Our Ambulatory Access Center is based out of our office located at 399 Revolution Drive, Sommerville, MA 02145. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are options for 100% remote and hybrid work after the successful completion of the training program, based on performance.

Principal Duties and Responsibilities:

• Documents all patient demographic, medical, financial, and referral information into the computer in strict compliance with established department procedures to get a hospital medical record number and schedule an appointment.
• Help answer inbound calls and take 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.
• Completely and accurately transcribes referral and scheduling information in multiple systems for all services related to the Ambulatory Contact Center.
• Provides excellent customer service to both internal and external customers of the Massachusetts General Hospital/ Mass General Brigham 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 basic information and instructions to patients regarding the practice and the Hospital. Arranges for transport, interpreter, and other services as required by the patients.
• Performs other duties as assigned.

Skills/Abilities/Competencies:

• 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 canceling, message to the provider, update insurance or demographic information – using the tools and protocols available.
• Requires in-depth knowledge of the referral triage processes and knowledge of insurance stipulations that may affect appointment scheduling.

• Working Conditions:

• Normal office conditions. May require occasional local/regional travel to attend meetings.
• Must be able to work in a high-pressure and dynamic environment.
• A cubicle or shared office space will be provided
• Call center environment, no in-person patient/customer contact
• Highly collaborative and dynamic environment

• High School Diploma required
• Associate degree preferred
• Completion of a certified Medical Terminology course preferred

Massachusetts General Hospital is an Affirmative Action 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. 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.