What are the responsibilities and job description for the Remote Customer Service Specialist - Part Time After Hours position at BJC?

Additional Information About the Role

8 hours per week
Saturday 2p-10:30p
Will rotate holidays
Must live in Missouri or Illinois

Overview

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

Since 1994, BJC Medical Group has provided access to extraordinary care in over 145 locations and over 25 specialties in the greater St. Louis, mid-Missouri and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality health care, and improving the health and well-being of the communities we serve.

Preferred Qualifications

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

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.

Minimum Requirements

Education

High School Diploma or GED

Experience

2-5 years

Supervisor Experience

No Experience

Benefits and Legal Statement

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.

Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
Disability insurance* paid for by BJC
Pension Plan*/403(b) Plan funded by BJC
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

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

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