Remote Customer Service Specialist

• 40 hours per week
• $750 Sign On Bonus Eligible
• Must live within One hour of St. Louis, Missouri
• Shift 10:30a-7:00p Monday-Friday

BJC Medical Group is the multi-specialty physician organization of BJC HealthCare and includes over 600 doctors and advanced practice providers who are affiliated with the top-ranked hospitals in the area.

Since 1994, BJC Medical Group has provided access to the world’s best medicine through caring people and integrated systems. The providers are nationally recognized for excellent patient satisfaction and quality health care.

BJC Medical Group physicians are trained and certified in over 25 medical specialties and serve patients in more than 125 locations in the greater St. Louis, mid-Missouri and southern Illinois areas.

Role Purpose

The Customer Service Representative (Access Center) is responsible for answering a high volume of inbound calls for assigned BJCMG practices. This position serves as the initial point of contact and a liaison between the patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. This position utilizes an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Minimum Requirements

Experience

• 2-5 years

Supervisor Experience

• No Experience

Preferred Requirements

Education

• High School Diploma or GED

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Health Care and Dependent Care Flexible Spending Accounts
• BJC Institute for Learning and Development
• Adoption assistance
• Disability insurance* paid for by BJC
• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• 401(k) plan with BJC match
• Pension Plan*/403(b) Plan funded by BJC
• Tuition Assistance available on first day

To learn more, go to www.bjctotalrewards.com/Benefits

• Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer