Contact Specialist

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

As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What We Offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, 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.

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 Bon secours 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