[Hiring] Contact Specialist @Bon Secours Mercy Health

Role Description

The 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.

• 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, including spelling and grammar required.
• Previous experience using EPIC, Salesforce or other customer relationship management software preferred.

Benefits

• 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.