Patient Services & Referrals Coordinator

Tufts Medical Center, Inc.; Boston (MA); On-site; USD 23,000 - 29,000; Full time

Job summary

Tufts Medical Center, Inc. in Boston, MA seeks an experienced Customer Service/Referral Specialist to guide patients through the healthcare system and ensure accurate registration and insurance verification.

You will manage calls, coordinate referrals, and support daily operations within a busy hospital environment. The role emphasizes exceptional customer service, accurate data entry, and effective communication with patients, providers, and payers.

Qualifications

• Minimum Qualifications: High school diploma or equivalent; One year of customer service or call center experience in billing, collections, or insurance; Preferred: Associates degree; Bilingual is a plus.

Responsibilities

• Act polite and courteous to patients and customers; provide excellent service and problem solve issues with housekeeping, transport, or food service requests.
• Answer and analyze requests; involve area staff or departments as needed; follow up as required.
• Answer calls in the call center and dispatch to appropriate service staff; transfer calls as needed.
• Receive and record messages per guidelines and route to the correct personnel.
• Monitor phone, fax, and mail inquiries; route or resolve as appropriate.
• Assist daily operations by coordinating referrals and maintaining communication with referral sources and patients.
• Obtain and verify complete registration information within 48 hours of appointment or for walk-ins.
• Enter treatment authorization and referral authorization data into the Siemens system.
• Interact with billing/collection agencies; resolve issues like denials and insurance problems.
• Provide billing and demographic information to physicians, ambulance companies, and partners per hospital protocol.
• Post patient payments by phone to appropriate accounts; handle credit balances and refunds as required.

Skills

Customer service

Phone etiquette

Data entry

Interpersonal skills

English proficiency

Education

High school diploma or equivalent

Associates degree

Job description

Tufts Medical Center, Inc. in Boston, MA seeks an experienced Customer Service/Referral Specialist to guide patients through the healthcare system and ensure accurate registration and insurance verification.

You will manage calls, coordinate referrals, and support daily operations within a busy hospital environment. The role emphasizes exceptional customer service, accurate data entry, and effective communication with patients, providers, and payers.