Customer Service Clerk

Job Profile Summary

This role focuses on evaluating, developing, recommending, implementing, and carrying out policies and procedures related to the delivery of high quality patient care. Additionally, this role involves performing customer service duties such as guiding patients through the healthcare system and overcoming obstacles to ensure they receive the care and treatment they require.

Job Overview

This position functions as a key communicator, promoting the company's commitment to superior customer service. It involves proactively and reactively seeking appropriate solutions to potential and existing service issues, identifying root cause issues, and working diligently to minimize or eliminate issues. The role also ensures the ongoing and uninterrupted flow of information through face-to-face interactions and phone calls.

Duties and Responsibilities

• Acts polite and courteous to patients and customers when interacting with them.
• Provide excellent customer service and problem-solving when issues arise with housekeeping, transport, or food service requests.
• Answer and analyze requests and handle them as needed, further researching issues as necessary.
• Answer calls that come in to the call center and dispatch these calls to the appropriate service and/or staff member.
• Receive and transfer calls to appropriate personnel, monitor phone, fax systems, and mail inquiries for resolution, and record messages in accordance with guidelines.
• Resolve or direct returned mail to proper staff members.
• Interact with billing and collection agencies to identify patient issues, disputes, account holds, and payment plan questions and assist with their resolution.
• Post patient credit card payments as requested over the telephone to appropriate accounts via the hospital system.
• Research self-pay credit balances and prepare for check refunds, refund of credit card payments through the current system as required, or transfer payments to other open accounts per hospital procedure.

Preferred Qualifications

• A high school diploma or equivalent.
• One (1) year of customer service or call center experience.
• Bilingual proficiency.

Physical Requirements

Normal office environment. Little discomfort due to dust, dirt, or other environmental factors. Constant contact with patients, internal and external physicians, payers, and managerial staff either in person or via telephone.

Skills & Abilities

• Strong customer service skills including excellent interpersonal and telephone skills.
• Ability to deal effectively with upset or difficult patients.
• High degree of tact necessary due to frequent interaction with patients, insurance companies, and staff of all levels.
• Understanding of medical terminology.
• Thorough knowledge and understanding of health care delivery systems with special emphasis on the referral management process for managed care providers.
• Demonstrated organizational skills and attention to detail.
• Ability to perform accurate data entry.
• Ability to communicate, read, and write in English.

About Lowell General

For more than 125 years, Lowell General has served the Greater Lowell community with pride. It balances the first-rate care of a premier medical center with the warmth of a four-time Magnet®-recognized community hospital. Joining our team means joining over 3,000 dedicated care providers to offer complete, connected care, when and where patients need it most. Lowell General is proud to hold the Magnet® designation, recognizing it as an organization dedicated to nursing excellence, professionalism, and patient-focused care.

Pay Range

$17.00 - $20.02