With a legacy that spans over 150 years, Bon Secours is a network that is dedicated to providing excellent care through exceptional people. At every level, everyone on our teams have embraced the call to provide compassionate care. Here, you can work with others who share common values, and use your skills to help extend care to all of our communities.

Bon Secours

As a faith-based and patient-focused organization, Bon Secours exists to enhance the health and well-being of all people in mind, body and spirit through exceptional patient care. Success in this goal requires a culture of compassion, collaboration, excellence and respect. Bon Secours seeks people that are committed to our values of compassion, human dignity, integrity, service and stewardship to create an environment where associates want to work and help communities thrive.

Contact Specialist – Physician Office - Neurology Clinic - Bon Secours Medical Group - Midlothian, VA

Job Summary:

Fully Remote - 8:00 am - 4:30 pm EST

Contact Specialist role is a part of the Physicians Services, Enterprise Contact Center within Bon Secours Mercy Health. Under the leadership of the Enterprise Contact Center Team, the Patient Engagement Specialist role is responsible for providing exceptional customer service while scheduling patients. This role is critical to the organizational success of providing a white glove patient experience with patient safety being a priority.  

Responsibilities
 

Primarily supports inquiries for: registration, general information, clinical connection, work queue and messagingActs as first point of contact for inbound and outbound patient care inquiries and requests by omni-channel centerLeverages CRM to perform front-line customer support and resolves most issues and utilizes critical thinking to determine what customer inquiries requireOrganizes work / resources to accomplish objectivesParticipates in Peer mentor/mentee programProactively communicates issues or potential issues involving patient care and process improvement opportunities to your supervisorDemonstrates a willingness and ability to work collaboratively with others for concise and timely flow of informationMeets productivity requirements to ensure excellent care is provided to patientsMaintains stable performance under pressure and handles stress in ways to maintain relationships with patients and co-workersMaintain satisfactory attendance and punctuality as set forth by BSMH and department policiesMust be able to work with minimal supervision

Qualifications

High School Diploma or GED.  College experience preferred.1-2 years of customer service experience requiredContact Center experience-preferredMedical terminology preferredCritical Thinking and problem-solving skills requiredActive listening skills requiredPrior healthcare experience preferredMedical insurance experience is a plusSolid computer knowledge and skills, including the ability to navigate complex systems and ability to troubleshoot is requiredAbility to multi-task requiredExcellent written and verbal communication skills this include spelling and grammar requiredPrevious experience using EPIC, Salesforce or other customer relationship management software preferred

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