Patient Service Coordinator- Call Center

Mass General Brigham • Oak Bluffs, MA

3d • $21 - $42 • Onsite

About The Position

Under direction, receives incoming phone calls and online requests from both patients and referring providers interested in accessing care. Verifies patient information and utilizes decision trees and other guidelines to schedule patient visits and coordinate care. Ensures that patients, referring providers and other customers receive timely, efficient and high-quality service. This is a telephone/computer-based position; there is limited to no face-to-face interaction with patients or other customers.

Requirements

• High School Diploma or Equivalent required
• customer service work experience, specifically in a contact/call center environment 0-1 year required
• Excellent customer service skills.
• Knowledge of basic computer skills, including demonstrated ability to effectively use of 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.

Nice To Haves

• experience in a medical office or health care setting, with Epic experience 0-1 year preferred

Responsibilities

• Functions as the front line of the organization to coordinate registration and initiate scheduling for new patient appointments.
• Verifies and updates patient demographic, financial, and referral information into the computer in strict compliance with established department procedures for the purpose of scheduling of an appointment.
• Answers telephone, 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.
• Maintains confidentiality and privacy consistent with HIPAA guidelines.
• Completely and accurately transcribes call, referral and scheduling information
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees