Customer Service Rep- Front Desk- St Joseph Hospital (PRN)

Thank you for considering a career at Mercy Health! Scheduled Weekly Hours: 0.01 Work Shift: Days/Afternoons (United States of America) 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 Mercy Health is an equal opportunity employer. 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. Department: Patient Relations/Guest Services – St. Joseph It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, 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 youd 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 Employer, 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. Mercy Health is part of Bon Secours Mercy Health, one of the top 20 health systems in the United States and part of the top performing quartile of Catholic health systems for lowest cost per case for patient care. Mercy Health is the largest health system in Ohio and among the top five employers in the state, with more than 33,500 employees serving communities throughout Ohio and in Kentucky. Mercy Health provided care for patients more than 6.8 million times in 2017. The system includes assets of $6.8 billion and nearly 500 care facilities including 23 hospitals and 26 post-acute care facilities including senior living communities, hospice programs and home health agencies. Its clinically integrated network of more than 2,700 health care providers coordinates more effective and efficient care for more than 350,000 patients, saving money for taxpayers through the Medicare Shared Savings Program. As part of Bon Secours Mercy Health, the ministry provides nearly $2 million per day in community benefit. For more information, visit www.mercy.com.