Patient Services Coordinator

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.