Lead Scheduling Specialist, Ambulatory Contact Center

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Jun 17, 2025
The Opportunity The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. Under the direction of the Ambulatory Contact Center Manager, the Contact Center Lead plays an essential role in supporting patient access to departments across Massachusetts General Brigham. This important position provides support for all activities within the Contact Center including managing direct communication with referring providers, patient scheduling activities and requests, ensuring patients in need of care at MGB are able to receive it at the right time, in the right place, with the right provider! The Lead will also provide mentorship and guidance to the Ambulatory Contact Center team, while providing a high level of customer service to all internal and external customers. This role is an exciting opportunity to jump into a supervisory path and exercise well-established established administrative coordinating and customer service skills within a health care delivery system! Performs all duties of the Ambulatory Contact Center scheduling specialists as needed. Assists with and responds to escalated customer calls. Investigates and resolves complaints, questions and concerns. Responsible for understanding all aspects of the Contact Center operations. Reviewing and managing service levels for the assigned POD, based on set targets; in collaboration with the Contact Center Leadership, also responsible for problem-solving to improve performance. Participates in client department meetings to establish Best Practices. Assists with protocol development and training efforts when applicable. Provides operational coverage across their assigned POD when applicable. Participates in or leads staff meetings/huddles as requested or assigned. Provides basic information and instructions to patients regarding the practice and the organization. Arranges for transport, interpreter and other services as required by the patients. Completely and accurately transcribes call, referral and scheduling information in multiple systems. Provides excellent customer service to both internal and external customers of the Center for Ambulatory Services Department; supports ongoing communication and provides service recovery when needed with patients and referring physicians. Keeps supervisor informed of issues, especially as they relate to the interaction of the department with other areas of the hospital. Provides some operational needs of the office, including but not limited to ensuring staff members have correct access to all systems; assist in training new employees and volunteers. Assists in the orientation and training of new team members. Troubleshoots problems with customer service issues in coordination with Contact Center Supervisor and Quality Assurance Team. Provides functional guidance and cross coverage across the division. Maintains patient confidentiality in accordance with hospital and department policy. Maintains confidentiality and privacy consistent with HIPAA guidelines. Other related duties as assigned related to assisting and indirectly supervising staff Qualifications High School Diploma, GED or equivalent; Some college or Associates degree preferred 1-2 years prior healthcare experience required 1-2 years contact center experience in a supervisor, training or mentoring role preferred Proficient with Microsoft Office and contact center software Education and experience can be reviewed in place of minimum qualifications Skills and Abilities for Success Understanding of call center operations, staffing, metrics, technology and best practices Ability to coach and lead by example Ability to effectively handle change and adapt quickly Operational, problem solving and decision-making skills Strong communication, interpersonal and team building skills Excellent customer service skills Knowledge of medical terminology (preferred) Managed care plan requirements (preferred) Ability to exercise judgment in dealing with sensitive, confidential information Ability to handle a high volume of work in a demanding and fast-paced environment Must possess strong quantitative, analytical and technical aptitude skills Must possess the ability to work under pressure, meet deadlines and be accountable for performance. Must be able to multi-task, be detail oriented and demonstrate strong organizational skills. Must demonstrate excellent interpersonal skills with all levels of organizational customers and team members. Must possess the ability to work independently, establish priorities and demonstrate good judgment skills. Ability to adapt and excel as a team player in a fast-paced and change-oriented environment. Remote Policy and Working Conditions M-F Eastern Business Hours required Shifts: Monday - Friday fall between 7a-6p, must be flexible All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure) Mass General Brigham Incorporated 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.