Tufts Medical Center Contact Center Coordinator in Boston, Massachusetts
Contact Center Coordinator
Department: Pre-Registration Center
Schedule: Full-Time Regular
Shift: Day shift
Bilingual Speakers are encouraged to apply.
Customer service skills are required
Experience is preferred
Under general supervision, responds to all telephone inquires in a courteous and timely manner and follows established protocols to schedule patient appointments for a multi-specialty environment. Performs new patient registration; updates registration and insurance information. Follows established protocols for prescription request and/or messaging. Advocates on the caller/customer behalf to ensure their needs are met with the highest standards of customer service. RESPONSIBILITIES 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. Schedules appointments according to established scripting and scheduling protocols. Accurately and promptly schedules, reschedules and cancels appointments so as 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. Facilitates new patient pre-registration, updates current demographic and insurance information. Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians and other Tufts MC departments. Participates in the achievement of personal and departmental goals and initiatives. Actively contributes to positive morale and teamwork; stays informed and supports changes and initiatives; demonstrates good communication skills; keeps coworkers informed. REQUIREMENTS Excellent telephone skills. Ability to communicate with customers in a courteous and helpful manner. Thorough knowledge and understanding of health care delivery systems with special emphasis on the referral management process for managed care providers. Thorough understanding of insurance concepts with the ability to identify patient insurance coverage. Associates degree preferred. Two to three years experience in insurance, managed care, private physician's office practice or hospital registration setting.