Remote Customer Service - PCAL

BJC Medical Group is a multi-specialty physician-led organization affiliated with top-ranked hospitals in the Midwest. They are seeking a Remote Customer Service Representative for their Primary Care Access Line, responsible for managing a high volume of inbound calls and facilitating patient healthcare needs.

Responsibilities:

• Navigates the electronic health record to obtain and validate historical information; captures and documents demographic and financial information in the electronic health record; maintains accountability for accurate data entry in the electronic health record and maintains patient privacy and security as outlined by HIPAA
• Manages a high volume of incoming calls from patients, healthcare providers and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensures resolution to the call
• Leverages critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; researches complex issues in the electronic health record and consults/escalates to clinical staff when necessary; leverages multiple job aids and resources to provide appropriate level of service
• Schedules patient visits based on complex provider preferences; verifies and updates insurance and checks insurance eligibility; collects and documents demographics; maintains proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; documents and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours
• Manages calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; commmunicates in a professional, positive, and respectful manner with patients, providers, BJC staff and external organizations
• BJC has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job

Requirements:

• Must live within 1 hour of St. Louis, Missouri
• Typing Test Required (minimum speed 35 wpm, 90% accuracy)
• High School Diploma or GED
• 2-5 years of experience
• No Supervisor Experience required
• Ability to work in a constant state of alertness and in a safe manner