Radiology Scheduler

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. 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 call, 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

High School Diploma or Equivalent required. 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 required. Experience using Epic electronic medical records (EMR) system required. 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 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.