Scheduler, General Surgery

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.
Wentworth Health Partners, an affiliate of Wentworth-Douglass Hospital and member of Mass General Brigham Medical Group, offers comprehensive surgical care for patients requiring elective, outpatient, and emergency surgical services in our Seacoast General Surgery practice. Our board-certified surgeons ensure continuity of care by working closely with physicians and specialists to coordinate care of patients with complex conditions. Our practice is located at 789 Central Avenue in Dover, NH 03820.
We are seeking a full-time, 40-hour Scheduler to join our General Surgery team onsite, Monday through Friday from 8:30am-5:00pm.
We are seeking a detail-oriented individual with prior experience in a medical office setting and familiarity with medical terminology. This role supports a busy outpatient practice and requires strong organizational skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
The scheduler will be responsible for supporting scheduling operations for an assigned surgeon, helping to coordinate appointments and ensure smooth patient flow throughout the day. Strong communication skills and the ability to work effectively as part of a team are important for success in this role.
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.
Does this position require Patient Care? No
Essential Functions:
-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.

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience

Customer service work experience, specifically in a contact/call center environment 0-1 year required

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

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 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.

Wentworth-Douglass Hospital 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.