What are the responsibilities and job description for the Customer Service Rep- Front Desk- St Joseph Hospital (PRN) position at Mercy Health BSMH?
Reports to: Supervisor or Manager, Customer Service
Direct Reports: 0
Primary Function/General Purpose of Position
The Customer Service Specialist is part of a high-volume transactional team that serves as the primary point of contact for internal and external customers. They are the first touch point for all issues, and are expected to apply their knowledge of each aspect of the function in order to research and resolve issues independently in a timely manner. The Customer Service Specialist is to monitor customer service tickets, which include recorded phone and email conversations. Escalation to management is expected for recurring issues that need to be identified for possible process improvements. The Customer Service Specialist has a unique perspective and requires broad knowledge on the issues spanning across the function.
Essential Job Functions:
Answers calls in a call center environment on a broad range of customer inquiries within operations.
Responds to calls with appropriate sense of urgency, and/or escalate calls following call center protocols to others as warranted. Emergency orders and credit holds are particularly time sensitive as they could impact patient care.
Conducts extensive research to determine call resolution, order status, invoice status or other information.
Recommends process improvements based on the incoming inquiries.
Reviews statements and provides detail information for discrepancies.
Monitors tickets, including recorded phone conversations, and escalates any issues related to quality concerns to management for possible process improvement.
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/GED (required)
Associates Degree (preferred)
Bachelors Degree (preferred)
Work Experience
1 year of experience in customer service (required)
Training
none
Patient Population
Not applicable to this position
Working Conditions
Periods of high stress and fluctuating workloads may occur.
General office environment.
Hazards
Not applicable to this position
Skills
Microsoft Excel
Database analysis
Vendor statement comparisons
Functions
Systems
Cisco phone system
Attention to detail
Customer service
Adaptable
Flexible
Quick Learner
Multitasker
Verbal Communication
Written communication
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
