At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

Primary Function/General Purpose of Position

The Contact Specialist is responsible for appointment scheduling, registration and financial clearance and related functions to support defined service. The Contact Specialist will utilize workflows to guide escalation process to appropriate clinical team. The Contact specialist role is consumer facing and focused on optimal experience for the consumer and client.

Essential Job Functions

• Supports requests and inquiries for scheduling, registration, and clinical access.

• Serves as the initial contact for incoming consumer inquiries and requests by omni-channels.

• Leverages Customer Relationship Management (CRM) to perform front-line consumer support and issue resolution.

• Utilizes defined tools for optimal performance and data capture including electronic health records (EHR) and the customer relationship management (CRM) software.

• Utilizes effective communication skills including but not limited to listening, grammar, tone and writing.

• Escalates actual or potential issues involving consumer or client experience service and process improvement opportunities using chain of command.

• Demonstrates a willingness and ability to work collaboratively with others for accurate, concise and timely flow of information.

• Meets productivity and performance requirements to ensure excellent consumer and client experiences is provided and incorporates continuous improvement processes.

• Maintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workers.

• May be required to process patient monetary requirements.

• Minimum internet speed of primary and secondary work locations is:

  Download speed of 100Mpbs

  Upload speed of 20Mbps

This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation.

Licensing/Certification

None

Education

High School Diploma or GED (required)

Associates Degree or above (preferred)

Work Experience

1 year customer service experience (preferred)

Training

EPIC Electronic Health Record (preferred)

Language

None

Patient Population

Not applicable to this position

Working Conditions

Periods of high stress and fluctuating workloads may occur.

General office environment.

May have periods of constant interruptions.

Other: Remote/At-home work environment

Minimum internet speed of primary and secondary work locations is:

Download speed of 100Mpbs

Upload speed of 20Mbps

Physical Requirements

Physical Demands

Frequency 0% 1-33% 34-66% 67-100%

Lifting/ Carrying (0-50 lbs.) x

Lifting/ Carrying (50-100 lbs.) x

Push/ Pull (0-50 lbs.) x

Push/ Pull (50-100 lbs.) x

Stoop, Kneel x

Crawling x

Climbing x

Balance x

Bending x

Work Position

Frequency 0% 1-33% 34-66% 67-100%

Sitting x

Walking x

Standing x

Additional Physical Requirements/Hazards

Physical Requirements

Manual dexterity (eye/hand coordination)

Perform shift work

Hear alarms/telephone/audio recordings

Repetitive arm/hand movements

Finger Dexterity

Color Vision

Acuity – far

Acuity – near

Hazards

Depth perception

Skills

Customer Service

Telephone Etiquette

Computer Literacy

Typing

Confidential Information

Call Center

Salesforce

EPIC

Attention to detail

Critical thinking

Communication

Problem Solving

Teamwork

Working Independently

Active listening

Maintaining Positive Attitude

Time Management

Enthusiasm, dedication, and responsibility towards our vision and goals

Evolving and adapting to changing circumstances quickly and whole-heartedly

Ability to learn, grow, contribute, and to make decisions

Ability to work cohesively and towards common business goals

Many of our opportunities reward* your hard work with:

Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more

• Benefits offerings vary according to employment status

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com