Customer Service Clerk

Tufts Medicine is a leading integrated health system bringing together the best of academic and community health care to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, Melrose/Wakefield Healthcare, an expansive home care network and a large clinically integrated physician network, Tufts Medicine has more than 15,000 dedicated employees and caregivers.

Why Join Us? At Tufts Medicine - Lowell General Hospital, we’re more than a health system – we’re a community of the brightest minds and the biggest hearts in healthcare. We combine academic innovation with compassion and community. Lowell General Hospital is a great place to work – with a family friendly culture, competitive salaries, and great benefits . If that excites you, then you belong with usThis an awesome opportunity for a Customer Service Clerk to be part of a Magnet recognized community hospital, where our mission is to put patients first in everything we do.

At Lowell General Hospital we strive to be one of the best community Hospitals in America and our Customer Service Clerks will play a crucial part in accomplishing this pursuit. The Customer Service Clerk performs/supervises services in the Service Response Center according to the policies, procedures, philosophy, and objectives of the department and hospital.

Job Overview This position functions as a key communicator. Promotes company’s commitment to superior customer service. Proactively and reactively seeks appropriate solutions to potential and existing service issues. Identifies root cause issues and works diligently and cooperatively to minimize or eliminate issues leading to the successful completion of the referral. This position is responsible for the ongoing and uninterrupted flow of information through face-to-face interactions and through phone calls.

Performs routine duties that require exceptional computer skills, and proper etiquette. In addition to answering inquiries, this position may be responsible for the accurate and complete collection and capture of patient registration data. Reviews and verifies scheduled ambulatory visits, confirms that valid insurance coverage exists, that a referral is authorized for specialty visits, and the accuracy of primary care physician data for all managed care patients.

Provides excellent customer service to our patients to promote a positive experience.

Location:

Lowell General Hospital - 295 Varnum Ave Lowell, MA

Hours:

Part-Time - 24 hours per week - 10:30 AM - 7:00 PM - every other holiday and every other weekend required

Job Description

Preferred Qualifications:

1. High school diploma or equivalent.
2. One (1) year of customer service or call center experience.
3. Bilingual

Duties and Responsibilities:

The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.
1. Acts polite and courteous to patients and customers when interacting with customers and patients. Provide excellent customer service and problem solving when issues arise with either housekeeping, transport, or food service requests
2. Answers and analyzes requests and handle as needed – further research may involve interacting with area staff, supervisor, manager, another hospital departments or patient advocate office.
3. Answer calls that come in to the call center and dispatch these calls out to the appropriate service and/or staff member. Receives and transfers calls to appropriate personnel. Provides follow up calls as needed.
4. Receives and records messages in accordance with guidelines of job scope to appropriate…