Clinical Team Lead - Customer Service Access Center

BJC HealthCare • Creve Coeur, MO

2d • Remote

About The Position

Exciting remote opportunity to join an expanded centralized clinical team supporting BJC Medical Group primary care clinics in a team lead role! The Clinical Rep, Cust Svc (Access Ctr) provides remote clinical support by performing a variety of clinical duties such as managing medication refill requests, prior authorizations, and responding to patient messages through the electronic health record (e.g., MyChart). Working under the direction of licensed providers, this position requires strong clinical judgment within scope, attention to detail, and efficient inbox management in a fast-paced ambulatory environment. Monday through Friday 8 a.m. to 4:30 p.m.

Requirements

• High School Diploma or GED
• 5-10 years experience
• No Supervisor Experience

Nice To Haves

• Associate's Degree
• < 2 years Supervisor Experience

Responsibilities

• 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 of the caller need.
• 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 clinical 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 multiple 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; communicates in a professional, positive, and respectful manner with patients, providers, BJC staff and external organizations; provides subject matter expertise for peers, assists with training of performance and customer service standards, and assists with process or technology issue resolution; updates and manages provider call schedule with changes during after hours.
• Assists with candidate interviews and provides training and coaching to new and existing team members; manages escalations regarding process/department questions, technology issues, and customer service complaints and questions.
• Completes proactive quality audits of performance standards; reports operational performance metrics; monitors daily call stats and supports workforce management activity to shift staff based on call volumes.
• The Customer Service Team Lead (Access Center) role serves as a lead for front line Access Center staff, providing guidance, training and onboarding, troubleshooting, and coaching assistance.
• This position supports department quality audits, staff recruitment, call monitoring, and operational reporting.
• This position is also responsible for answering a high volume of inbound calls for many different BJCMG practices.
• The Customer Service Team Lead 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.
• Additionally, this position utilizes an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED