Contact Specialist (Hybrid) - Neurology - Mechanicsville

Bon Secours Mercy Health•Mechanicsville, VA

4d•Hybrid

About The Position

The Contact Specialist primarily supports inquiries related to registration, general information, clinical connections, work queues, and messaging. The role serves as the first point of contact for inbound and outbound patient-care inquiries through an omni-channel center. Using CRM tools, the specialist provides front-line customer support, resolves most issues, and applies critical thinking to determine which inquiries require further attention. The position requires organizing work and resources, meeting productivity requirements, maintaining stable performance under pressure, and working with minimal supervision. The specialist also participates in a peer mentor/mentee program and communicates patient-care or process-improvement concerns to a supervisor. This is a hybrid, 40-hour-per-week position on the day shift.

Requirements

High school diploma or GED.
1–2 years of customer service experience.
Critical-thinking and problem-solving skills.
Active listening skills.
Solid computer knowledge and skills, including the ability to navigate complex systems and troubleshoot.
Ability to multitask.
Excellent written and verbal communication skills, including spelling and grammar.

Nice To Haves

College experience.
Contact center experience.
Medical terminology knowledge.
Prior healthcare experience.
Medical insurance experience.
Experience using EPIC, Salesforce, or other customer relationship management software.

Responsibilities

Support inquiries related to registration, general information, clinical connection, work queues, and messaging.
Serve as the first point of contact for inbound and outbound patient-care inquiries and requests through an omni-channel center.
Use CRM tools to provide front-line customer support, resolve most issues, and determine which inquiries require further attention.
Organize work and resources to accomplish objectives.
Participate in the peer mentor/mentee program.
Proactively communicate issues or potential issues involving patient care and process-improvement opportunities to a supervisor.
Collaborate with others to support concise and timely information flow.
Meet productivity requirements to help ensure excellent patient care.
Maintain stable performance under pressure and manage stress in ways that preserve relationships with patients and coworkers.
Maintain satisfactory attendance and punctuality according to company and department policies.
Work with minimal supervision.