Senior Scheduler, Joint Center

Mass General Brigham • Newton, MA

8d • $20 - $28 • Onsite

About The Position

Site: Newton-Wellesley Hospital Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine. The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites. The Kaplan Joint Center at Newton‑Wellesley Hospital at 2014 Washington Street in Newton, MA provides comprehensive surgical and non‑surgical care for patients with joint pain. Our expert orthopedic surgeons specialize in joint reconstruction and replacement, helping patients achieve improved mobility, reduced pain, and a better quality of life. We treat a wide range of conditions, including degenerative joint disease, joint malalignment, soft tissue injuries, and cartilage damage, and are committed to supporting patients and their families from diagnosis through recovery and long‑term follow‑up care. We are seeking a full-time 40-hour Senior Scheduler to join our Joint Center practice Monday through Friday from 7:30am-4:00pm. This is an exciting opportunity to work 'behind-the-scenes' coordinating all aspects of surgical scheduling and administrative preparation. This role will manage surgery dates, post‑operative coordination, and patient correspondence, while working closely with surgeons, clinical teams, and vendors to ensure everything is in place for a smooth surgical experience. This position is primarily non‑patient‑facing and focused on coordination, communication, and logistics. Join a collaborative Total Joint Center team where your detailed coordination skills truly make an impact! Job Summary 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, which may involve more complex cases. Ensures that patients, referring providers, and other customers receive timely, efficient, and high-quality service.

Requirements

• High School Diploma or Equivalent required
• 2-3 years Related work experience in a medical office or health care setting required
• 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 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.

Nice To Haves

• 2-3 years' experience working with Epic preferred

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED