Remote Customer Service Specialist

BJC HealthCare • Creve Coeur, MO

2d • Remote

About The Position

The Customer Service Representative (Access Center) answers a high volume of inbound calls for assigned BJC Medical Group practices and serves as the initial point of contact and liaison among patients, healthcare facilities, physicians, clinical staff, and practices. The position facilitates patient healthcare needs and uses an electronic health record (EHR) to validate and capture clinical, demographic, and financial information in support of care coordination.

The role involves identifying callers’ needs, resolving inquiries, scheduling patient visits, researching complex issues, and escalating matters to clinical staff when necessary. It also requires maintaining accurate EHR records and protecting patient privacy and security in accordance with HIPAA. This is a safety-sensitive position requiring the ability to remain alert and work safely.

This is a full-time, remote role for someone who lives within one hour of St. Louis, Missouri. The regular schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., with no weekends or holidays. The employee must be available for four weeks of full-time training from 8:00 a.m. to 4:30 p.m., starting November 30, 2026. A typing test is required, with a minimum speed of 35 words per minute and 90% accuracy.

Requirements

• High school diploma or GED.
• 2–5 years of experience.
• Typing test: minimum speed of 35 words per minute with 90% accuracy.
• Must live within one hour of St. Louis, Missouri.
• Must be available for four weeks of full-time training from 8:00 a.m. to 4:30 p.m., starting November 30, 2026.

Nice To Haves

• Recent healthcare or customer service experience.

Responsibilities

• Navigate the electronic health record to obtain and validate historical information, enter and document demographic and financial information, maintain accurate data, and protect patient privacy and security in accordance with HIPAA.
• Manage a high volume of incoming calls from patients, healthcare providers, and facilities about matters such as appointments, medication refills, insurance referrals, symptom-based care, testing pre-certification, insurance and billing questions, medical forms, and test results; ensure calls are resolved.
• Use critical thinking, speed, and accuracy to identify callers’ needs and take appropriate action based on their needs and acuity; research complex issues in the EHR and consult or escalate to clinical staff when necessary.
• Use job aids and other resources to provide the appropriate level of service.
• Schedule patient visits according to complex provider preferences; verify and update insurance, check eligibility, collect and document demographic information, and provide information about insurance basics, MyChart, and appointment instructions.
• Document and send messages to providers and clinical staff in the EHR for clinical needs, and communicate pertinent clinical information directly to physicians after hours.
• Meet established performance and customer service standards, including targeted abandoned call rate, average speed of answer, and average transaction time.
• Provide consistent, excellent customer service and communicate professionally, positively, and respectfully with patients, providers, BJC staff, and external organizations.

Benefits

• Medical, dental, vision, life insurance, and legal services available on the first day of the month after hire.
• Disability insurance paid for by BJC.
• Annual 4% BJC Automatic Retirement Contribution.
• 401(k) plan with BJC match.
• Tuition assistance available on the first day.
• BJC Institute for Learning and Development.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off combining vacation, sick days, holidays, and personal time.
• Adoption assistance.

What This Job Offers

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