Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.


1. Demonstrates consistent and appropriate techniques to gather information to schedule appointments and tests.
a. Answers telephone per hospital customer service standard and returns calls in a timely manner.
b. Manages daily schedule for providers by following clinic guidelines in place related to volume, hours, availability and other related scheduling guidelines.
c. Creates and manages scheduling guidelines on clinic schedules to block specific time frames for meetings, scheduled time off, conferences, and designated time slots.
d. Coordinates new patient consults with referring offices. Obtains accurate patient demographics, insurance, medical records, images, referrals and processes for insurance verification/authorization prior to scheduling first visit. Schedules and coordinates clinic appointments in eCare based on providers orders. Coordinates with primary nurse and/or PCC/triage if additional orders needed.
e. Schedules and coordinates clinic appointments including but not limited to diabetic educator, nutrition counselor, social work, external case management.
f. Schedules and coordinates appointments for clinics, multidisciplinary clinics, and conferences in conjunction with nursing staff.
g. Verifies insurance information and coverage for imaging and testing. Documents authorization and referral. Monitors appointment scheduled and completed and documents per department standard.
h. Schedules and coordinates modalities (MIST, NPWT, Cellular Tissue, etc) based on providers orders. Obtains insurance verification as needed and processes as per department guidelines.
i. Schedules and coordinates outside referral appointments to other specialty offices. Includes review of insurance coverage limits and coordinating referrals accordingly.
j. Schedules and coordinates Care Van rides for patients with scheduled appointments in WHI/HBO.
k. Demonstrates organizational skills to promote a smooth functioning office. Files, collates, photocopies and electronically manages reference documents and procedures related to scheduling


2. Demonstrates competence in performance of duties related to data collection.
a. Attends and accurately documents attendance to in-service and/or professional development education.
b. Maintain no show/cancellation report Communicate/provide outcomes with PCC/triage nurse at least monthly.
c. Maintain modality and procedure usage report. Communicate/provide outcome with PCC/triage nurse as well as Nurse Manager at least monthly.
d. Obtains and provides medical records with HIPAA compliant authorizations as needed to obtain medical records.
e. Runs required reports related to billing (both professional and technical) procedures and visits. Audits daily charges to ensure correct billing prior to export. Coordinates missing charges with PCC/triage, Providers, Nursing, and/or Nurse Manager Assists with updating policies and procedures related to scheduling functions.
f. Provides corrective action in sharing ideas to identified issues.


3. Demonstrates competency in using computer systems, office equipment and resources to facilitate daily operations of scheduling.
a. Utilize, troubleshoot and coordinate tickets with Information Systems on all equipment used such as pc, printers, fax machines, and phones.
b. Ability to utilize and educate Microsoft Office, eCare, Kronos, Peoplesoft and other office or hospital issued software utilized in WHI/HBO.
c. Ability to manipulate and manage excel spreadsheets for the use of conferences and data collection.


4. Demonstrates clear and open communication with patients, providers, clinical staff, support staff, other departments within WDH, and outside contacts.
a. Clearly identifies next appointment for patient both verbally and in writing if necessary, during the scheduling process.
b. Informs patient of l requirements prior to next visit or next scheduled diagnostic or testing appointment.
c. Coordinates all testing and appointments under the direction of the PCC/triage and/or Providers of WHI/HBO.
d. Provides support to co-workers when in need. Assists with workload and assignments when time allows, may need to cover front desk as necessary.
e. Provides immediate follow up to patients with questions, concerns or rescheduling needs.
f. Assist with training and orientation of new staff to the department.
g. Communicates timely when supplies are needed to maintain adequate par levels.



Qualifications

Experience Minimum Required
• 2 years in a healthcare office setting supporting patient's directly and via phone with scheduling needs.
• Registration/Insurance verification.
• Proficient with Microsoft excel, word and ppt.



Experience Preferred/Desired

• Over 3 years in a multi-entity scheduling office.
• Procedural/specialty coding



Education Minimum Required

• High School or equivalent.
• Medical Terminology.



Education Preferred/Desired

• College Degree.
• Administrative assistant coursework.



Special Skills Minimum Required
• Ability to initiate conversations and answer questions from medical personnel; ability to handle sensitive issues with a calm reassuring demeanor.
• Ability to problem solve and multi task; ability to work under stressful demanding situations; ability to work within a team concept.
• Ability to interact effectively with people of various backgrounds, skill levels, and value system.
• Typing speed of 45 wpm.
• Computer manipulation, verbal and written communication skills, mechanical aptitude.
• Ability to make effective judgements and decisions based on objective criteria.
• Ability to perform excellent internal and external customer service.



EEO Statement

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.