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Access Center Coordinator - Fully Remote

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Healthcare
  • Burlington
    Remote

AI generated summary

  • You need a High School diploma, 2 years in healthcare/insurance, knowledge of Medicare/Medicaid, strong communication, and organizational skills. Epic knowledge preferred.
  • You will handle patient inquiries, schedule appointments, ensure accurate information collection, provide excellent customer service, and maintain communication within the team and with patients.

Requirements

  • Minimum Qualifications:
  • High School Diploma or equivalent
  • Two (2) years’ experience in insurance, managed care, private physician’s office practice or hospital registration setting
  • Preferred Qualifications:
  • Knowledge of Epic, Epic Cadence
  • Progressive Access Center/Patient Access or Pre-Services experience: Health insurance Benefits, Financial Clearance, Customer Service/Patient Experience.
  • Skills & Abilities:
  • Significant knowledge of Medicare, Medicaid, and third-party payer billing, rules, guidelines, compliance, and regulations
  • Actively contributes to positive morale and teamwork; stays informed and supports changes and initiatives, demonstrates good communication skills.
  • Strong oral, written and interpersonal communication skills.
  • Ability to work in a complex environment with frequent changes.
  • Excellent organizational skills required with attention to detail.

Responsibilities

  • Utilizes effective customer service etiquette and skills in all phases of telephone communication.
  • Obtains accurate demographic, financial and clinical information from patients.
  • Understands and demonstrates knowledge of basic medical terminology and diagnostic procedures.
  • Meets or exceeds patient handling, speed to answer, first patient resolution and hold time quality metrics within the context of excellent customer satisfaction and minimal error rate.
  • Maintains a basic knowledge of third-party billing: understands eligibility, referrals, pre-authorization, broad scope of benefits, policy number requirements, subscriber vs. guarantor, and order of insurance.
  • Possess a solid understanding regarding specific instructions associated with various types of appointments, procedures and providers.
  • 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.
  • Accurately and promptly schedules, reschedules and cancels appointments 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.
  • Utilizes information systems/tools, such as Epic, OnBase, Microsoft Teams, Amazon Connect/AWS.
  • Reads email periodically throughout the day and reviews other written sources to keep up to date on all communication/changes within the organization.
  • Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians and other Tufts MC departments.
  • Exhibits a willingness to solve problems constructively and seeks excellence in the performance of job.
  • Participates in the achievement of personal and departmental goals and initiatives.

FAQs

Is the Access Center Coordinator position fully remote?

Yes, the position is 100% remote.

What are the work hours for this position?

Candidates must commit to working 40 hours per week, Monday through Friday, during either 8:00 AM to 4:30 PM or 8:30 AM to 5:00 PM EST.

What qualifications are required for this position?

A High School Diploma or equivalent and two years of experience in insurance, managed care, private physician’s office practice, or a hospital registration setting are required.

Is experience with Epic software preferred?

Yes, knowledge of Epic, particularly Epic Cadence, is a preferred qualification for this role.

What types of customer service responsibilities will I have?

Responsibilities include guiding patients through the healthcare system, obtaining accurate demographic and financial information, triaging inquiries, resolving caller issues, and providing excellent customer service.

Will training and mentoring be part of my responsibilities?

Yes, the role involves developing a high-performance work team through training, coaching, and mentoring.

What is the scope of duties regarding patient registrations?

You will be responsible for scheduling, pre-registration, and supporting both inbound and outbound phone queues, as well as addressing patient estimates and receiving and transcribing provider orders.

What kind of skills are necessary for this position?

Strong oral and written communication skills, excellent organizational skills with attention to detail, and the ability to work in a complex, changing environment are necessary.

Are there any physical requirements for the role?

The role is largely sedentary but may involve standing, walking, and occasional lifting of up to 25 pounds.

Is there a focus on teamwork in this position?

Yes, actively contributing to positive morale and teamwork is encouraged, as well as staying informed and supporting changes and initiatives.

Our outstanding, value-driven providers are setting a new standard for health care in Massachusetts.

Science & Healthcare
Industry
10,001+
Employees
2014
Founded Year

Mission & Purpose

Wellforce is now Tufts Medicine! Tufts Medicine is a leading integrated health system bringing together the best of academic and community health care to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Healthcare, an expansive home care network and a large clinically integrated physician network, Tufts Medicine has more than 15,000 dedicated employees and caregivers. The health system came together in 2014 to leverage the experience of its member organizations and integrate their missions to together transform the ways that consumers engage with and experience their care. Our members exchange ideas and craft solutions to help people fight the most serious illnesses, manage chronic diseases and live healthier lives. Our caregivers share a passion for delivering the highest quality of care at a lowest cost Elected officials and health care experts often cite us as leaders in delivering on the promise of highest quality, lowest cost health care.