Contact Specialist — SS Physician Services

Thank you for considering a career at Bon Secours!

Scheduled Weekly Hours:
40

Work Shift:
Days (United States of America)

Bon Secours

About Us
As a faith-based and patient-focused organization, Bon Secours exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

Contact Specialist - Work at Home - Ohio

Contact Specialist role is a part of the Physicians Services, Enterprise Contact Center within Bon Secours Mercy Health. Under the leadership of the Enterprise Contact Center Team, the Patient Engagement Specialist role is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority.

Responsibilities
Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging

Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel center

Leverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require

Organizes work / resources to accomplish objectives

Participates in Peer mentor/mentee program

Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor

Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information

Meets productivity requirements to ensure excellent care is provided to patients

Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers

Maintain satisfactory attendance and punctuality as set forth by BSMH and department policies

Must be able to work with minimal supervision

Qualifications
High School Diploma or GED. College experience preferred.

1-2 years of customer service experience required

Contact Center experience-preferred

Medical terminology preferred

Critical Thinking and problem-solving skills required

Active listening skills required

Prior healthcare experience preferred

Medical insurance experience is a plus

Solid computer knowledge and skills, including the ability to navigate complex systems and ability to troubleshoot is required

Ability to multi-task required

Excellent written and verbal communication skills this include spelling and grammar required

Previous experience using EPIC, Salesforce or other customer relationship management software preferred

Bon Secours is an equal opportunity employer.

As a Bon Secours associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer
Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)

Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts

Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders

Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:
SS Physician Services - Enterprise Contact Center

It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you’d like to view a copy of the affirmative action plan or policy statement for Mercy Health– Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email [email protected]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [email protected].