Customer Service Clerk

Location: Main Campus

Hours: 40 hours per week, Day shift (6:30AM-3:00PM)

Rotating Weekend shifts required (Saturday & Sunday) 10:30a,-7pm & rotating Holiday shifts required (every other weekend and every other holiday shifts)

Job Overview

This position functions as a key communicator. Promotes company's commitment to superior customer service. This position is responsible for the ongoing and uninterrupted flow of information through face-to-face interactions and through phone calls. Performs routine duties that require exceptional com-computer skills, and proper etiquette. In addition to answering inquiries, this position may be responsible for the accurate and complete collection and capture of patient registration data. Provides excellent customer service to our patients to promote a positive experience.

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 Include:

• 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

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

• Answer calls that come in to the call center and dispatch these calls out to the appropriate service and/or staff member. Receives and transfers calls to appropriate personnel. Provides follow up calls as needed.

• Receives and records messages in accordance with guidelines of job scope to appropriate personnel.

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

• May interacts with billing and collection agencies. Identify patient issues/disputes, account holds and payment plan questions and assist with resolution.

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

• May posts patient credit card payments as requested over the telephone to appropriate accounts via the hospital system

• May research self-pay credit balances and prepare for check refunds, refund of credit card payments through current system as required or transfer payments to other open accounts per hospital procedure.
  

What We Offer:
* Competitive salaries & benefits that start on day one!
* 403(b) retirement with company match
* Tuition reimbursement
* Free on-campus parking
* Guaranteed hours and set schedule
* Career ladder opportunities within Environmental Services as well as other areas of the hospital

About Lowell General Hospital:
Lowell General Hospital is an independent, not-for-profit community hospital serving the Greater Lowell area and surrounding communities. With two primary campuses located in Lowell, Massachusetts, we are the second-largest community hospital in Massachusetts. We have the latest state-of-the-art technology and a full range of medical and surgical services for patients, from newborns to seniors.

Tufts MedicineLowell General Hospitalis an Equal Opportunity Employer.