Contact Specialist

Bon Secours Health System•Cincinnati, OH

22h•Remote

About The Position

The Contact Specialist role is part of the Physicians Services, Enterprise Contact Center within Bon Secours Mercy Health. Under the leadership of the Enterprise Contact Center Team, this Patient Engagement Specialist is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority.

Requirements

High School Diploma or GED
1-2 years of customer service experience required
Critical Thinking and problem-solving skills required
Active listening skills required
Solid computer knowledge and skills, including the ability to navigate complex systems and ability to troubleshoot is required
Ability to multi-task required
Excellent written and verbal communication skills this include spelling and grammar required

Nice To Haves

College experience preferred
Contact Center experience-preferred
Medical terminology preferred
Prior healthcare experience preferred
Medical insurance experience is a plus
Previous experience using EPIC, Salesforce or other customer relationship management software preferred

Responsibilities

Primarily supports inquiries for: registration, general information, clinical connection, work queue and messaging
Acts as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel center
Leverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries require
Organizes work / resources to accomplish objectives
Participates in Peer mentor/mentee program
Proactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisor
Demonstrates a willingness and ability to work collaboratively with others for concise and timely flow of information
Meets productivity requirements to ensure excellent care is provided to patients
Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers
Maintain satisfactory attendance and punctuality as set forth by BSMH and department policies
Must be able to work with minimal supervision