Patient Services Coordinator

1 month ago


somerville, United States Motion Recruitment Full time

Our Client, a large hospital, is looking for someone to join their team as a Patient Gateway Specialist


**This is an onsite 3-month contract that takes place in Somerville, MA**


Required Skills &Experience

  • High school diploma
  • Experience with computers, web browser software, and the Internet
  • Prior healthcare experience preferred
  • Prior experience in a customer or patient services role with phone experience preferred
  • Knowledge of desktop hardware, operating systems and browsers
  • Knowledge of mobile devices including smartphones and tablets
  • Familiarity with customer services applications (e.g., ServiceNow, Service Manager) a plus
  • Familiarity with IT Service Management (ITIL) best practices a plus
  • Bilingual / Multilingual a plus


What You Will Be Doing

  • Contributes to a positive experience for patients and families through professional, efficient and effective telephone and online interactions.
  • Respects patient confidentiality at all times, observing HIPAA guidelines.
  • Answers and records calls using ITIL best practices.
  • Processes user-generated self-service tickets using ITIL best practices.
  • Resolves issues utilizing available resources and documentation.
  • Utilizes various communication methods including telephone, email and instant messaging.
  • Prioritizes work based upon guidance provided by Patient Gateway Supervisor.
  • Escalates issues that cannot be resolved in a timely manner.
  • Participates on project teams including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.



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