Work at Home
With a legacy that spans over 150 years, Bon Secours is a network that is dedicated to providing excellent care through exceptional people. At every level, everyone on our teams have embraced the call to provide compassionate care. Here, you can work with others who share common values, and use your skills to help extend care to all of our communities.
Fully Remote
8:00 am - 4:30 pm EST
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.
- 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
Many of our opportunities reward* your hard work with:
Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
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 Employers, please email recruitment@mercy.com. 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 recruitment@mercy.com
