Customer Service Specialist

Additional information about this remote role with BJC Medical Group’s After-Hour services. Two-day in-person orientation required; must live within one hour of St. Louis, MO.

Overview

BJC Medical Group is the multi-specialty physician-led organization of BJC HealthCare, comprising over 600 doctors and advanced practice providers affiliated with top-ranked Midwest hospitals. Since 1994, BJC Medical Group has delivered extraordinary care across 145+ locations and 25+ specialties in greater St. Louis, mid-Missouri, and southern Illinois. Our providers are nationally recognized for outstanding patient satisfaction, high-quality care, and community health improvement.

Role Purpose

The Customer Service Representative (Access Center) answers a high volume of inbound calls for assigned BJCMG practices, serving as the initial point of contact and liaison between patients, healthcare facilities, physicians, clinical staff, and practices to facilitate patient healthcare needs. This role uses an electronic health record to validate and capture clinical and financial information, aiding in patient care coordination.

Responsibilities

• Navigate the electronic health record to obtain and validate historical information; capture and document demographic and financial data while maintaining accuracy, patient privacy, and HIPAA compliance.
• Manage 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, medical forms, and test results; ensure resolution to each call.
• Apply critical thinking to quickly and accurately identify call reasons, take appropriate action based on caller need and acuity, research complex issues in the electronic health record, and escalate to clinical staff when necessary.
• Schedule patient visits according to complex provider preferences; verify and update insurance, check eligibility, collect demographics, and maintain proficiency in insurance basics, MyChart, and appointment instructions.
• Document and send messages to providers and clinical staff in the electronic health record for clinical needs; communicate directly with physicians to relay pertinent clinical information during after-hours.
• Manage calls within established performance and customer service standards, achieving targeted abandoned call rate, average speed of answer, and average transaction time.
• Provide excellent, consistent customer service in varied situations, communicating professionally and respectfully with patients, providers, BJC staff, and external organizations.

BJC has designated this as a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is essential.

Requirements

• High School Diploma or GED.
• 2–5 years of relevant experience.
• No supervisory experience required.

Schedule

• 8 hours per week: Saturday, 2:00 p.m.–10:30 p.m.
• Rotating holidays required; shift 4:00 p.m.–12:00 a.m.

Benefits

• Comprehensive 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 from day one.
• BJC Institute for Learning and Development.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off benefit combining vacation, sick days, holidays, and personal time.
• Adoption assistance.

Not all benefits apply to all jobs.