Role Description Under direction, receives incoming communication and online requests from both patients and referring providers interested in accessing care. Performs patient registration and scheduling processes, which may involve more complex cases. Ensures that patients, referring providers, and other customers receive timely, efficient, and high-quality service. - Coordinates 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, 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 medical records are available to all healthcare 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 by scheduling referral appointments and radiology orders. - Maintains confidentiality and privacy consistent with HIPAA guidelines. Qualifications - High School Diploma or Equivalent required. - Related work experience in a medical office or health care setting 2-3 years required. - Experience working with Epic 2-3 years preferred. - Basic computer skills, including demonstrated ability to effectively use 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 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. Requirements - Standing Occasionally (3-33%) - Walking Occasionally (3-33%) - Sitting Constantly (67-100%) - Lifting Occasionally (3-33%) 20lbs - 35lbs - Carrying Occasionally (3-33%) 20lbs - 35lbs - Pushing Rarely (Less than 2%) - Pulling Rarely (Less than 2%) - Climbing Rarely (Less than 2%) - Balancing Occasionally (3-33%) - Stooping Occasionally (3-33%) - Kneeling Rarely (Less than 2%) - Crouching Rarely (Less than 2%) - Crawling Rarely (Less than 2%) - Reaching Occasionally (3-33%) - Gross Manipulation (Handling) Constantly (67-100%) - Fine Manipulation (Fingering) Frequently (34-66%) - Feeling Constantly (67-100%) - Foot Use Rarely (Less than 2%) - Vision - Far Constantly (67-100%) - Vision - Near Constantly (67-100%) - Talking Constantly (67-100%) - Hearing Constantly (67-100%) Benefits - Competitive base pay. - Comprehensive benefits. - Career advancement opportunities. - Differentials, premiums, and bonuses as applicable. - Recognition programs designed to celebrate contributions and support professional growth.