Access Center Coordinator - Fully Remote

Tufts Medicine

4d•$19 - $24•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. The position supports scheduling and registration for Tufts Medicine. The position works cooperatively within the department and with other service lines throughout Tufts Medicine to create a system of quality health care. Responsible for assuring that standard process of self-discipline is adhered to. Ensures a high-performance work team is developed through training, coaching, mentoring and bi-monthly meetings. Responsible for supporting both inbound and outbound phone queues, patient registrations, online appointment web request, electronic communication to clinics, appointment work queues, patient estimates.

Requirements

High School Diploma or equivalent
One year (1) customer Service and/or Patient Experience.

Nice To Haves

Knowledge of Epic, Epic Cadence
Progressive Access Center/Patient Access: Health insurance Knowledge, Customer Service and/or Patient Experience.
Experience working in a healthcare environment.
Experience working in a high-volume, fast-paced environment.
Knowledge of Microsoft Office Suite or equivalent.
Significant knowledge of Medicare, Medicaid, and third-party payer billing, rules, guidelines, compliance, and regulations
Actively contributes to positive morale and teamwork; stays informed and supports changes and initiatives, demonstrates good communication skills.
Strong oral, written and interpersonal communication skills.
Ability to work in a complex environment with frequent changes.
Excellent organizational skills required with attention to detail.

Responsibilities

Utilizes effective customer service etiquette and skills in all phases of telephone communication.
Collect relevant information to ensure eligibility for scheduled services by obtaining accurate demographic, insurance and clinical information from patients.
Understands and demonstrates knowledge of basic medical terminology and diagnostic procedures.
Meets or exceeds patient handling of 55+ calls per day, speed to answer, first patient resolution and hold time quality metrics within the context of excellent customer satisfaction and minimal error rate. Required to learn and support 6-10 clinical offices, subject to change.
Maintains a basic knowledge of third-party billing: understands eligibility, referrals, pre-authorization, 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, location and other general information in a professional and courteous manner.
Utilizes information systems/tools, such as Epic, Microsoft Teams, Microsoft One Note, Amazon Connect/AWS.
Reads email and chats often 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.