Site: The Brigham and Women's 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
Provide each prospective new BH Primary Care patient with the highest level of customer service
• In this new role, represent BH Primary Care by serving as the primary point of contact, through telephone and electronic communication, for patients who are interested in establishing care with a BH Primary Care Physician (Will also field requests from BH Specialty/ED/UC/Referring Provider offices who refer new patients to a BH Primary Care Provider)
• Answer incoming telephone calls from patients and marketing call center and manage Primary
Care New Patient Work Queue by making outreach calls to newly referred patients.
• Work collaboratively with each patient to help him/her select the BH Primary Care
Physician/Practice that best matches his/her preference, and schedule that patient for the appropriate new patient appointment with the Physician/Practice of his/her choosing
• Maintain the highest level of communication to foster productive and collaborative relationships with the Practice Managers, Practice Coordinators and/or Practice Assistants at each of our Primary Care Practices (currently 15 in number)
• Coordinate the organization and distribution of New Patient Welcome Packets for each new patient appointment scheduled.
• Answer questions about BH Primary Care, as needed, from prospective new
patients or BH Specialist/Referring Provider offices
• Generate weekly, monthly, annual and various reports on call volume and systems utilization
• Continuously work to improve both the functioning of this position and the customer experience (with our primary customers being prospective new patients, our current patients, and members of our BWH Primary Care practices)
• Perform all other duties as assigned
JOB SPECIFIC SKILLS/ ABILITIES/ COMPETENCIES REQUIRED
• Excellent interpersonal skills
• Excellent customer service skills and ability to always put the patient first
• Highly organized, proactive and attentive to details
• Ability to work independently, under minimal supervision
• Strong ability to recognize problems, think creatively, and devise innovative solutions
• Computer Literacy/Data Entry Skills, with proficiency in word processing programs
• Ability to work as a member of a collaborative team
• Spanish language fluency a plus, but not required
QUALIFICATIONS:
Level of education required: Minimum of a high school diploma or GED required.
Work experience required: Minimum one-year applicable work experience required. Some additional training in office systems or other post high school education preferred.
SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:
Technical skills required:
Knowledge of practice operations and standards.
Understanding of procedures including filing, copying, scanning, printing, and faxing.
Phone skills:
Ability to use phone system (answer and screen calls, put on hold), handle more complex calls and give more detailed information.
Verbal skills: Ability to interpret information as appropriate, answer more complex questions in the most professional manner and communicate in a professional, courteous, clear and concise manner.
Organization Skills: Ability to manage work processes in a neat and orderly way and to sort and alphabetize. Ability to manage multiple tasks effectively, follow established protocols, and work within systems.
Writing Skills: Ability to correspond and communicate with others clearly and effectively in writing (via e-mail, memo or interoffice note) and to take complete and accurate messages.
System Skills: Ability to type accurately and enter data at an intermediate level. Advanced computer skills. Ability to use all applicable applications at highest competency level. Understanding of the appropriate use and importance of related forms. Intermediate understanding and use of medical terminology. Intermediate comprehension of insurance types and referral process. Intermediate comprehension of registration and fiscal information.
Knowledgeable and compliant with all hospital, State and Federal requirements (where applicable to job performance), including policy and procedures with The Joint Commission and HIPAA.
Additional Job Details (if applicable)
• Medical, Dental, and Vision insurance
• Tuition Reimbursement
• Generous Paid Time Off
• 50% Off MBTA passes
• Access to childcare resources and emergency backup care
• 403(b), Cash Balance Retirement Plan, and Tax-Sheltered Annuity options
• Exclusive “Perks” - enjoy discounts on tickets and passes for everything from ski resorts to museums to sporting events)
Hybrid
800 Huntington Avenue
40
Regular
Day (United States of America)
Pay Range
$17.71 - $24.94/Hourly
Grade
3
At 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.
2200 The Brigham and Women's 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 at (857)-282-7642.
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.