Remote Customer Service Specialist

Additional Information

About The Role:

Do you have recent healthcare or customer service experience? BJC Medical Group is looking for a Full Time Remote Customer Service Specialist.

Must live within 1 hour of St. Louis, Missouri.

Typing Test

Required:

Minimum speed 35 wpm, 90% accuracy.

Hours: 40 hours per week – Full Time. Benefit Eligible.

Training: Must be available full time for 4 weeks, 8:00 a‑4:30 p, starting 4/20.

No weekends or holidays.

• Monday‑Friday 8:30 a‑5:00 p

BJC Medical Group is the multi‑specialty physician‑led organization of BJC Health Care and includes over 600 doctors and advanced practice providers who are affiliated with top‑ranked hospitals in the Midwest region. Since 1994, BJC Medical Group has provided access to extraordinary care in over 145 locations and over 25 specialties in the greater St. Louis, mid‑Missouri and southern Illinois areas. Our providers are nationally recognized for excellent patient satisfaction, quality health care, and improving the health and well‑being of the communities we serve.

The Customer Service Representative (Access Center) is responsible for answering a high volume of inbound calls for assigned BJCMG practices. This position 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. This position utilizes an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care.

• Navigates the electronic health record to obtain and validate historical information; captures and documents demographic and financial information; maintains accountability for accurate data entry and patient privacy/security as outlined by HIPAA.
• Manages a high volume of incoming calls from patients, healthcare providers and facilities for scheduling appointments, refilling medications, obtaining insurance referrals, symptom‑based care, pre‑certification for testing, insurance/billing questions, requests for medical forms or test results, etc.; ensures resolution to the call.
• 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.
• Schedules patient visits based on complex provider preferences; verifies and updates insurance and checks eligibility; collects and documents demographics; maintains proficiency in 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.
• BJC has determined this is a safety‑sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job.

• Education: High School Diploma or GED.
• Experience: 2‑5 years.
• Supervisor
  
  Experience:
  
  No Experience.

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, vision, 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.

Equal Opportunity Employer.