Customer Service Coordinator

Patient Service Representative

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.

Job Profile Summary

This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery of high quality patient care. In addition, this role focuses on performing the following Customer Service duties:
Guides the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a "hands on" environment. The majority of time is spent in the delivery of support services or activities, typically under supervision.

An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation.

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.

Job Description

Preferred Qualifications:

1. High school diploma or equivalent.

2. One (1) year of customer service or call center experience.

3. Bilingual

What We Offer

Competitive salaries & benefits that start on day one

403(b) retirement with company match

Tuition reimbursement

Free on-campus parking

Career growth opportunities

Guaranteed hours and set schedule

Location:

Lowell General Hospital - 295 Varnum Avenue - Lowell, MA

Hours:

Part-Time, 24 hours Weekly, 10:30AM-7PM. Every other weekend (Sat-Sun) and every other holiday is required.

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 personnel.

5. Monitors phone, fax systems, and mail inquiries for resolution. Resolve or direct returned mail to proper staff member.

6. May interacts with billing and collection agencies. Identify patient issues/disputes, account holds and payment plan questions and assist with resolution.

7. May provide requested billing, demographic information to physicians, ambulance companies and other…