Remote Customer Service Specialist

BJC Medical Group is hiring a Customer Service Specialist for its Access Center. The role handles inbound patient and provider calls, supports appointment scheduling and other healthcare needs, and documents and coordinates patient information using an electronic health record.

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
• No Experience