Remote Call Center Specialist

Remote Call Center Specialist BJC Health is looking for a Remote Call Center Specialist! 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. FT opportunity, Monday-Friday, 9:30a-6p. Overview BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice. BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development. BJC's patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children's Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country. Expands BJC HealthCare's growth from hospitals located in the 500 mile catchment area, through direction of the BJC HealthCare corporate service line marketing initiatives. This includes the BJC Call Center, the WUSM Department of Pediatrics line, the SLCH Nurse Triage Answer Line, After Hours Service and Physician Exchange. Through telephone and internet vehicles, expands consumer and physician access to BJC’s hospitals and corporate service lines. Includes 24/7 operation of multidisciplinary call centers that handle over 450,000 physician and consumer calls a year. Includes SLCH Children's Direct Physician Accessl Line/Transfer Center, which, in partnership with WUSM provides services including transfers, direct admits Transport Team dispatch, phone consults, referrals to/appointment for WUSM clinics, patient information, etc. generating incremental volume and margin to the system, enhanced communication with physicians and clients and high physician/patient satisfaction. Also delivers market research and customer relationship management activities. Preferred Qualifications 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. Responsibilities 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; communicates in a professional, positive and respectful manner with patients, providers, BJC staff and external organizations. 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. Minimum Requirements High School Diploma or GED Experience No Experience Supervisor Experience No Experience Preferred Requirements 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 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 To learn more, go to our Benefits Summary. *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 BJC