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Contact Specialist (Remote)
Contact Specialist (Remote)-March 2024
Any City In Ohio
Mar 28, 2026
About Contact Specialist (Remote)

  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.

  Shift: 11a-7:30p and/or Noon to 8:30p.

  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 100MpbsUpload 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 [email protected] . 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 [email protected]

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