Guest Services Representative- Weekend Only - Friday 3PM-Sunday 3PM

The Neely House is a short-term residence for cancer patients and their families who are receiving treatment at Tufts Medical Center.  The Neely House provides a home-away-from-home and an environment that is supportive and peaceful during a difficult time. This is a guest service representative/customer service coordinator role in the Neely House.

Schedule

This position is a per diem role with the expectation of working at least 1 weekend a month, Friday 3 pm - Sunday 3pm; a 48 hour shift. Employee would stay on-site during the shift, but have a dedicated suite to rest during the night/hours when office is closed.

Job Profile Summary 

​This role focuses on performing activities associated with evaluating, developing, recommending, implementing, and carrying out the policies and procedures related to the delivery ofhigh quality patient care. In addition, this role focuses on performing the following Customer Service duties: Guides the patient through the healthcare system and works to overcome obstacles that are in the way of the patient receiving the care and treatment they require.    An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical)operating in a “hands on” environment. The majority of time is spentin the delivery of support services or activities, typically under supervision. An entry level role that typically requires little to no prior knowledge or experience, work is routine or follows standard procedures, work is closely supervised, and communicates information that requires little explanation or interpretation. 

Job Overview 

This position functions as a key communicator. Promotes company’s commitment to superior customer service. Proactively and reactively seeksappropriate solutions to potential and existing service issues.Identifies root cause issues and works diligently and cooperatively to minimize oreliminate issues leading to the successful completion of the referral. This positionis responsible for the ongoing and uninterrupted flow of information through face-to-face interactions and through phone calls. Performs routine duties that require exceptional computer skills, and proper etiquette. In addition to answering inquiries, this position maybe responsible for theaccurate and complete collection and capture of patient registration data. Reviews and verifies scheduled ambulatory visits, confirms that valid insurance coverage exists, that a referral is authorized for specialty visits, and the accuracy of primary care physician data for all managed care patients.Provides excellent customer service to our patients to promote a positive experience. 

Job Description 

Minimum Qualifications: 

1.High school diploma or equivalent. 

2.One (1) year of customer service or call center experience. 

Preferred Qualifications: 

1. Two (2) years of customer service or call center experience working in billing, collections, or insurance. 

2. Bilingual 

Duties and Responsibilities: Theduties and responsibilities listedbeloware intended to describe the general nature of work and are not intended to be an all-inclusive list. Other dutiesand responsibilitiesmay be assigned. 

1.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 

2.Answers and analyzes requests andhandle as needed – further research may involve interacting with area staff, supervisor, manager,another hospital departments or patient advocate office. 

3.Answer calls that comein to the call center and dispatch thesecalls out to theappropriate service and/or staff member. Receives and transfers calls to appropriate personnel.  Providesfollow up calls as needed. 

4.Receives and records messagesin accordance with guidelines of job scope toappropriate personnel. 

5.Monitors phone, fax systems, and mail inquiries for resolution. Resolve or direct returned mail to proper staff member. 

6.Mayinteracts with billing and collection agencies.Identify patient issues/disputes, account holds and payment plan questions andassist with resolution. 

7.Mayprovide requested billing, demographic information to physicians, ambulance companies and other partners as requested via the telephone following hospital protocol. 

8.May posts patient credit card payments as requested over the telephone toappropriate accounts via the hospital system 

9.May research self-pay credit balances and prepare for check refunds, refund of credit card payments through current system asrequired or transfer payments to other open accounts per hospitalprocedure. 

Physical Requirements:  

1.Normal office environment. 

2.There is little discomfort due to dust,dirt or other environmental factors. 

3.Constant contact with patients, internal and external physicians,payers and managerial staff either in person or via telephone. 

Skills & Abilities: 

1.Strong customer service skills including excellent interpersonal and telephone skills.  

2.Ability to deal effectively with upset or difficult patients. 

3.High degree of tact is necessary due to frequent interaction with patients, insurance companies, and staff of all levels. 

4.Understanding of medical terminology 

5.Thorough knowledge and understanding of health care delivery systems with special emphasis on the referral management process for managed care providers. 

6.Demonstrated organizational skills and attention to detail. Ability to performaccurate data entry. 

7.Ability to communicate, read, and write in English. 

At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day.

The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals.

Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.

Pay Range:

based on full-time equivalent