Patient Care & Referrals Coordinator

Tufts Medical Center, Inc.; United States; On-site; USD 23,000 - 29,000; Full time

Job summary

Tufts Medical Center, Inc. is seeking a customer service-focused role to guide patients through the healthcare system and ensure accurate registration, scheduling, and referral processes.

You will handle inquiries, verify insurance, and coordinate with clinics to maintain smooth patient flow. The ideal candidate has a high school diploma and 1 year in customer service or billing, with Associates degree and bilingual ability as preferred qualifications.

Qualifications

• High school diploma or equivalent.
• 1 year of customer service or call center experience in billing, collections, or insurance.

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.
• Assists with daily operations of the 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. Enters the level of referral authorization into the appropriate field.
• Interacts with billing and collection agencies. Identify patient issues/disputes, account holds and payment plan questions and assist with resolution. Reviews and responds to denials related to wrong insurance billed, no referral/authorization and not eligible date of service.
• 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.

Skills

Customer service

Phone etiquette

Medical terminology

Data entry

Bilingual

Education

High school diploma

Associates degree

Job description

Tufts Medical Center, Inc. is seeking a customer service-focused role to guide patients through the healthcare system and ensure accurate registration, scheduling, and referral processes.

You will handle inquiries, verify insurance, and coordinate with clinics to maintain smooth patient flow. The ideal candidate has a high school diploma and 1 year in customer service or billing, with Associates degree and bilingual ability as preferred qualifications.