Part Time After Hours - Remote Customer Service Specialist
About the position BJC Medical Group is looking for a Remote Part Time Customer Service Specialist for our After Hours Team. This position requires the candidate to live within 1 hour of St. Louis, Missouri. The role involves answering a high volume of inbound calls for assigned BJCMG practices and serves as the initial point of contact and a liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. The position utilizes an electronic health record to validate and capture clinical and financial information, contributing to the coordination of patient care. Responsibilities • Navigates the electronic health record to obtain and validate historical information; captures and documents demographic 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. • Manages a high volume of incoming calls from patients, healthcare providers and facilities for various reasons, including scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, and requests for medical forms and/or test results; ensures resolution to the call. • Leverages critical thinking with speed and accuracy to identify the 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 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. Requirements • High School Diploma or GED • 2-5 years of experience in healthcare or customer service • Typing Test Required (minimum speed 35 wpm, 90% accuracy) Benefits • Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date • Disability insurance paid for by BJC • Pension Plan/403(b) Plan funded by BJC • 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 Apply tot his job