[Hiring] Call Center Specialist @BJC HealthCare

Role Description

The Experience Center connects our consumers and patients to the care they need while increasing access to our health system and reducing friction. The Associate Advisor, Experience Center role is responsible for managing a high volume of inbound and outbound contacts for BJC Medical Group, Washington University, and private providers affiliated with BJC Health System. This position serves as the initial point of contact for patients seeking to establish care within our health system. This position also facilitates our patients' healthcare needs by fielding a variety of inquiries including event registration, patient navigation, and support for our MyChart patient portal.

• Handles large volume of incoming customer inquiries; utilizes customer service skills and tools to accurately identify, research and respond to the customers' inquiry.
• Supports hospital marketing efforts through referrals to physicians, services and class/event registration.
• Maintains accountability for accurate data entry and maintains patient privacy and security as outlined by HIPAA.
• Communicates in a professional, positive and respectful manner; provides a high level of customer service when handling telephone calls and responding to e-mails.
• Manage a high volume of customer contacts including: incoming and outbound calls, emails, chat, etc., from patients for a variety of reasons, to include tier one calls (single service line or domain).
• Manage inquiries/contacts within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, average response time and average transaction time; provides excellent and consistent customer service for a variety of call types.
• Consistently exceeds individual service level standards including: contacts managed, ASA, Transaction Time, RONA, QI Scores, etc.
• Responsible for appropriate and accurate data entry, coding and documentation of all interactions.

Qualifications

• High School Diploma or GED
• No Experience
• No Supervisor Experience

Requirements

• Preferred: < 2 years of experience

Benefits

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance