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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
Minimum Qualifications:
1. High school diploma or equivalent.
2. One (1) year of customer service or call center experience.
Preferred Qualifications:
1. Two (2) years of customer service or call center experience working in billing, collections, or insurance.
2. Bilingual
Hours: Per-Diem
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.
Tufts Medicine is a leading integrated health system bringing together the best of academic and community healthcare to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Hospital, Lawrence Memorial Hospital of Medford, Care at Home – an expansive home care network, and large integrated physician network. We are an equal opportunity employer and value diversity and inclusion at Tufts Medicine. Tufts Medicine does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided 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. Please contact us to request accommodation by emailing us at careers@tuftsmedicine.org.
