Contact Center Traffic and Scheduling Analyst jobs in the United States

About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity

We are seeking full-time Scheduling Specialists to support Ambulatory patients and providers. This is a telephone-based position operating in a call center style department; there is no face-to-face interaction with patients or other customers. Responsibilities include fielding incoming phone calls, handling online requests, performing patient registration, placing outbound phone calls, and scheduling appointments. Our goal is to ensure that patients, referring providers, and other customers receive timely, efficient, and high-quality service. In this role, you get the opportunity to directly impact patient experience and help us drive healthcare forward!

Location

Our Ambulatory Access Center team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are possible options for hybrid work after the successful completion of the training program, based on performance. This role is M-F 40 hours required.

Qualifications

Education

• High School Diploma required
• Associate's Degree preferred
• Completion of a certified Medical Terminology course preferred

Experience

• Medical office or health care or other relevant experience required
• Prior customer service work experience, specifically in a contact/call center environment preferred
• Basic computer skills, including proven ability to effectively use of Microsoft Outlook, Excel and general data entry concepts and search functionality required
• Epic experience strongly preferred
  

Required Shifts and Location

• • Monday Through Friday 40 hours per week onsite at our Assembly Row MGB Office
  • Shifts are confirmed after training; 8:00am-4:30 and / or 8:30am-5:00, Training starts at 8am ET, this is required for the first 2-4 weeks.
  • Onsite M-F at Assembly Row, a possible hybrid model may be discussed after 90 days based on performance and business needs

Mass General Brigham 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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.