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]