Patient Service Coordinator Call Center - Martha's Vineyard Hospital

Job Posting at Martha's Vineyard Hospital, Inc.

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.

Job Summary

Summary 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.

Essential Functions

• 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.

Qualifications

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 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.

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

One Hospital Road

Pay Range

$21.32 - $44.22/Hourly

Grade

SM1207At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

1550 Martha's Vineyard Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.