Access Center Coordinator - Fully Remote

About the position

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. A senior level role that requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for routine situations, provides assistance and training to lower level employees, and problems typically are not routine and require analysis to understand.

Responsibilities

• Utilizes effective customer service etiquette and skills in all phases of telephone communication.
• Obtains accurate demographic, financial and clinical information from patients.
• Understands and demonstrates knowledge of basic medical terminology and diagnostic procedures.
• Meets or exceeds patient handling, speed to answer, first patient resolution and hold time quality metrics within the context of excellent customer satisfaction and minimal error rate.
• Maintains a basic knowledge of third-party billing: understands eligibility, referrals, pre-authorization, broad scope of benefits, policy number requirements, subscriber vs. guarantor, and order of insurance.
• Possess a solid understanding regarding specific instructions associated with various types of appointments, procedures and providers.
• Triages and responds to telephone or electronic inquiries from patients, physicians, employees and other customers regarding registration, appointments, prescription refills, provider messages and other services.
• Works to resolve all caller inquiries and issues and demonstrates ability to transfer calls by following customer service guidelines.
• Accurately and promptly schedules, reschedules and cancels appointments to maximize resource utilization of providers for optimum efficiency.
• Instructs patients in preparation of visit by providing any preparation, location and other general information in a professional and courteous manner.
• Utilizes information systems/tools, such as Epic, OnBase, Microsoft Teams, Amazon Connect/AWS.
• Reads email periodically throughout the day and reviews other written sources to keep up to date on all communication/changes within the organization.
• Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians and other Tufts MC departments.
• Exhibits a willingness to solve problems constructively and seeks excellence in the performance of job.
• Participates in the achievement of personal and departmental goals and initiatives.

Requirements

• High School Diploma or equivalent.
• Two (2) years' experience in insurance, managed care, private physician's office practice or hospital registration setting.

Nice-to-haves

• Knowledge of Epic, Epic Cadence.
• Progressive Access Center/Patient Access or Pre-Services experience: Health insurance Benefits, Financial Clearance, Customer Service/Patient Experience.