On-Site Guest Services Concierge — Weekend/Per Diem

Tufts Medicine; Boston, Northern (MA, KY); Hybrid; USD 23,000 - 28,000; Part time

Job summary

Tufts Medicine seeks a guest services representative/customer service coordinator for The Neely House at Tufts Medical Center. This per diem role requires weekend shifts, on-site presence, and a focus on guiding patients through the care system with courteous, accurate data handling.

The position emphasizes problem-solving, communication with patients and staff, and the ability to coordinate with other departments to ensure smooth referrals and timely information flow.

Qualifications

• High school diploma or equivalent.
• 1 year of customer service or call center experience.
• Bilingual preferred.

Responsibilities

• Acts polite and courteous to patients and customers when interacting with customers and patients.
• Answers and analyzes requests and handles as needed – further research may involve interacting with area staff, supervisor, manager, other 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 posts 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.

Skills

Customer service

Call center experience

Bilingual

Education

High school diploma

Job description

Tufts Medicine seeks a guest services representative/customer service coordinator for The Neely House at Tufts Medical Center. This per diem role requires weekend shifts, on-site presence, and a focus on guiding patients through the care system with courteous, accurate data handling.

The position emphasizes problem-solving, communication with patients and staff, and the ability to coordinate with other departments to ensure smooth referrals and timely information flow.