Access Center Coordinator - Fully Remote

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 of high 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 spent in the delivery of support services or activities, typically under supervision. A senior level role that requires broad knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for routine situations, provides assistance and training to lower level employees, and problems typically are not routine and require analysis to understand.

Job Overview

The position supports scheduling and registration for Tufts Medicine. The position works cooperatively within the department and with other service lines throughout Tufts Medicine to create a system of quality health care. Responsible for assuring that standard process of self-discipline is adhered to. Ensures a high-performance work team is developed through training, coaching, mentoring and bi-monthly meetings. Responsible for supporting both inbound and outbound phone queues, patient registrations, online appointment web request, electronic communication to clinics, appointment work queues, patient estimates.

Job Description

Minimum Qualifications:

1. High School Diploma or equivalent

2. One year (1) customer Service and/or Patient Experience.

Preferred Qualifications:

1. Knowledge of Epic, Epic Cadence

2. Progressive Access Center/Patient Access: Health insurance Knowledge, Customer Service and/or Patient Experience.

3. Experience working in a healthcare environment.

4. Experience working in a high-volume, fast-paced environment.

5. Knowledge of Microsoft Office Suite or equivalent.

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.

1. Utilizes effective customer service etiquette and skills in all phases of telephone communication.

2. Collect relevant information to ensure eligibility for scheduled services by obtaining accurate demographic, insurance and clinical information from patients.

3. Understands and demonstrates knowledge of basic medical terminology and diagnostic procedures.

4. Meets or exceeds patient handling of 55+ calls per day, speed to answer, first patient resolution and hold time quality metrics within the context of excellent customer satisfaction and minimal error rate. Required to learn and support 6-10 clinical offices, subject to change.

5. Maintains a basic knowledge of third-party billing: understands eligibility, referrals, pre-authorization, policy number requirements, subscriber vs. guarantor, and order of insurance.

6. Possess a solid understanding regarding specific instructions associated with various types of appointments, procedures and providers.

7. 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.

8. Works to resolve all caller inquiries and issues and demonstrates ability to transfer calls by following customer service guidelines.

9. Accurately and promptly schedules, reschedules and cancels appointments to maximize resource utilization of providers for optimum efficiency.

10. Instructs patients in preparation of visit by providing, location and other general information in a professional and courteous manner.

11. Utilizes information systems/tools, such as Epic, Microsoft Teams, Microsoft One Note, Amazon Connect/AWS.

12. Reads email and chats often throughout the day and reviews other written sources to keep up to date on all communication/changes within the organization.

13. Consistently provides the highest level of customer service when interfacing with patients, co-workers, referring physicians and other Tufts MC departments.

14. Exhibits a willingness to solve problems constructively and seeks excellence in the performance of job.

15. Participates in the achievement of personal and departmental goals and initiatives.

Remote Work Requirements:

Location/Privacy:

• A work site must be outside the normal household activity areas to reduce noise and distraction.
• The work site must not have interruptions or have a door which can be closed so that household members will not interfere with work.

Compliance with Workplace Policies:

• Ensure your home office setup complies with any ergonomic or security guidelines provided by your employer.
• Follow data protection and privacy protocols, especially if handling sensitive or confidential information.

Desk Size and Layout:

• A desk large enough to accommodate your computer, monitor(s), keyboard, mouse, and other essential items (like a notebook, phone, or office supplies).

• Ensure the desk height is ergonomically suitable for you to prevent strain; adjustable desks can provide flexibility for sitting or standing.

Chair:

• An ergonomic chair that provides good lumbar support, is adjustable, and has comfortable cushioning.
• Ensure the chair height allows your feet to rest flat on the floor and your knees at a 90-degree angle.

Technology Setup:

• High-speed internet connection to support video conferencing, data transfers, and other remote work activities.
• Surge protector or power strip to safely manage multiple electronic devices.

Additional Remote Tips:

• Establish clear boundaries with household members regarding your work hours and workspace to minimize interruptions.
• Regularly review your workspace setup to ensure it remains functional and comfortable as your work needs evolve.
• Creating a well-defined and comfortable home office will help you stay productive, maintain work-life balance, and ensure a professional working environment.

Skills & Abilities:

1. Significant knowledge of Medicare, Medicaid, and third-party payer billing, rules, guidelines, compliance, and regulations

2. Actively contributes to positive morale and teamwork; stays informed and supports changes and initiatives, demonstrates good communication skills.

3. Strong oral, written and interpersonal communication skills.

4. Ability to work in a complex environment with frequent changes.

5. Excellent organizational skills required with attention to detail.