Customer Service Clerk (Per Diem)

Tufts Medicine•Lowell, MA

8d•$17 - $20•Onsite

About The Position

This position functions as a key communicator, promoting the company’s commitment to superior customer service. It 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. It 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. It 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. The role provides excellent customer service to patients to promote a positive experience.

Requirements

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

Responsibilities

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.
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.
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.
Receives and records messages in accordance with guidelines of job scope to appropriate personnel.
Monitors phone, fax systems, and mail inquiries for resolution.
Resolve or direct returned mail to proper staff member.
May interact with billing and collection agencies.
Identify patient issues/disputes, account holds and payment plan questions and assist with resolution.
May provide requested billing, demographic information to physicians, ambulance companies and other partners as requested via the telephone following hospital protocol.
May post patient credit card payments as requested over the telephone to appropriate accounts via the hospital system.
May research self-pay credit balances and prepare for check refunds, refund of credit card payments through current system as required or transfer payments to other open accounts per hospital procedure.