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Call Center Rep
Tufts Medicine • Boston, MA 02133 • Posted 30+ days ago
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In-person • Full-time • Entry Level
Job Highlights
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The Call Center Representative at Tufts Medicine functions as a key communicator, promoting the company's commitment to superior customer service. This role involves proactive and reactive problem-solving for potential and existing service issues, identifying root causes, and ensuring the successful completion of referrals. Responsibilities include face-to-face interactions, phone calls, routine duties requiring exceptional computer skills, and patient registration data verification. The position emphasizes excellent customer service to enhance patient experience.
Responsibilities
- Acts polite and courteous to patients and customers when interacting with customers and patients, providing excellent customer service and problem-solving.
- Answers and analyzes requests and handles further research as needed, interacting with area staff, supervisor, manager, another hospital department, or patient advocate office as required.
- Answers calls that come in to the call center and dispatches these calls out to the appropriate service and/or staff member.
- Receives and records messages in accordance with guidelines of job scope to appropriate personnel.
- Monitors phone, fax systems, and mail inquiries for resolution, resolving or directing returned mail to proper staff member.
- Assists with daily operations of the call center, including coordinating referrals and maintaining communication between referral sources, patients, and the agency.
- Obtains and/or verifies complete registration information for all patients scheduled within 48 hours of their appointment as well as for walk-in appointments.
- Enters the treatment authorization number into the appropriate field in the Siemens system.
- Interacts with billing and collection agencies, identifying patient issues/disputes, account holds, and payment plan questions and assisting with resolution.
- Provides requested billing, demographic information to physicians, ambulance companies, and other partners as requested via the telephone following hospital protocol.
- Posts patient credit card payments as requested over the telephone to appropriate accounts via the hospital system
- Researches 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.
Qualifications
Required
- High school diploma or equivalent.
- One (1) year of customer service or call center experience working in billing, collections, or insurance.
Preferred
- Associates degree.
- Three (3) years of customer service or call center experience working in billing, collections, or insurance.
- Bilingual
Full Job Description
This position functions as a key communicator. Promotes company's commitment to superior customer service. 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/client data. Provides excellent customer service to our patients to promote a positive experience.
**Hours: 40 hours per week - Every weekend required (Saturday & Sunday)**
**Varied 1st & 2nd shifts (7a-3:30pm, and 10:30am-7pm)**
**Location: Tufts Medical Center - Service Response Dept**
**Minimum Qualifications:**
1. High school diploma or equivalent.
2. One (1) year of customer service or call center experience.
**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.
+ 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.
**What We Offer:**
+ Competitive salaries & benefits that start on day one!
+ 403(b) retirement with company match
+ Tuition reimbursement
+ Guaranteed hours and set schedules
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 .
**Hours: 40 hours per week - Every weekend required (Saturday & Sunday)**
**Varied 1st & 2nd shifts (7a-3:30pm, and 10:30am-7pm)**
**Location: Tufts Medical Center - Service Response Dept**
**Minimum Qualifications:**
1. High school diploma or equivalent.
2. One (1) year of customer service or call center experience.
**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.
+ 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.
**What We Offer:**
+ Competitive salaries & benefits that start on day one!
+ 403(b) retirement with company match
+ Tuition reimbursement
+ Guaranteed hours and set schedules
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 .
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