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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 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