Atleast 1 year of experience required
Bilingual candidates are encouraged to apply
Customer service skills are required
Tufts Medical Center's Ambulatory Contact Center is committed to supporting the organization's overall mission, strategy, and operational priorities in the ambulatory physician practices.
Assist in training and coaching clinic contact center coordinators. Lead by example, work with integrity and be the role model to you peers.
Make them feel comfortable and confident, in their role by inspiring them to learn and grow within the contact center and/ or hospital setting. This role will interact directly with all levels and functions within the contact center and clinic to ensure the execution of all quality functions. The New Patient Coordinator is responsible for receiving incoming new patient and referring provider requests.
The New Patient Coordinator is responsible for pre-registering patients, verifying and updating patient information, scheduling and rescheduling patient appointments; Pre- Registration by printing a report and verifying their insurance 3 days in advance of their appointment to make sure their insurance is still active and contracted with us, managing referrals, and obtaining new patient medical records. New Patient Coordinators will also assist in answering follow-up calls as needed.
The candidate must possess the skillset to effectively translate their knowledge to others. The candidate will also be responsible for following up with staff, engaging in group meetings, informing staff of updates from the clinic and facilitating any workflow changes.
Updating share drive accordingly. This role will serve as an ongoing training and quality resource to their team, and be available for questions. The successful candidate will be a self-starter, highly adaptable, and have the confidence to handle a variety of challenges, while ensuring the success of the role.
Act as the main contact for all new patients in assigned clinics and patients referred to Tufts Medical Center.
All internet requests will go to the New Patient Coordinators even if they are follow up patients to be scheduled.
Receive follow-up appointment phone calls depending on patient wait time in queue.
Complete full registration and schedule all appointments for new/referred patients.
Work with new patients and referring physicians to obtain all appropriate outside records, scans and reports in a timely manner and deliver to administrative coordinator prior to patient's appointment.
In charge of walk in registration for any patient that has insurance or demographic changes and will update all future accounts or family accounts.
Will serve as a subject matter expert for questions and support needed for the Contact Center coordinators.
Obtain prior authorization and referral data from patient's primary care provider as needed.
Triages incoming calls, take messages and assist patients and families in resolving issues.
Schedule interpreters for patient visits as needed.
Verify patient's insurance information using TriZetto, Emdeon, or contacting patient's insurance company via telephone to confirm patient has active insurance and maintain the PCP mismatch by calling the insurance company and patient prior to the patients appointment while conferencing in the insurance company to assure this is done.
Provides feedback to Contact Center Manager and informs the management team of significant issues or developments identified during administrative and management meetings.
Continuously update training materials and project plans in the Contact Center share drive.
Answer all online appointment requests submitted by existing or new patients.
Training new Contact Center staff.
Perform other similar and related duties as required or directed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Prior experience working in a clinic or clinical administrative position preferred.
Computer literacy required including familiarity with Microsoft Word, Excel, Access and Outlook. Ability to learn and use SMS and other TMC network programs required.
Some knowledge of third party billing preferred.
Ability to utilize exceptional time management skills
Require excellent interpersonal and organizational skills.
Require excellent customer service and communication skills.
Ability to maintain confidential medical information.
Possesses and applies the skills and knowledge necessary to provide support services to patients throughout the life span, with consideration of aging process, human development stages and cultural patterns in each step of the care process.
Demonstrates the ability to provide support services for a designated group of patients according to unit guidelines and hospital policies, procedures and protocols.
Works in a normal medical office setting.
No exposure to hazardous substances, excessive dirt or noise
Tufts Medical Center