Senior Clinical Scheduler

Massachusetts General Hospital
United States, Massachusetts, Waltham
52 2nd Avenue (Show on map)
Feb 21, 2025
Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration, and scheduling processes; may entail more complex cases. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service. This is a telephone/computer-based position; there is no face-to-face interaction with patients or other customers. Essential Functions -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. -Works to ensure all the BWH expectations are met with scheduling referral appointments and radiology orders -Maintains confidentiality and privacy consistent with HIPAA guidelines. Education High School Diploma or Equivalent required Can this role accept experience in lieu of a degree? No Experience related work experience in a medical office or health care setting 2-3 years required experience working with Epic 2-3 years preferred Knowledge, Skills and Abilities - Basic computer skills, including demonstrated ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality. - 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. The General Hospital Corporation 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. 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.