[Remote] Clinical Team Lead - Customer Service Access Center

Note: The job is a remote job and is open to candidates in USA. BJC Medical Group is a multi-specialty physician-led organization of BJC HealthCare, providing access to extraordinary care in the greater St. Louis area. They are seeking a Clinical Team Lead for their Customer Service Access Center, responsible for leading front line staff, managing patient calls, and ensuring high-quality clinical support.

Responsibilities

• Manages a high volume of incoming calls from patients, healthcare providers and facilities who are calling for a variety of reasons, to include scheduling appointments, refilling medications, obtaining insurance referrals, receiving symptom-based care, obtaining pre-certification for testing, insurance and/or billing questions, requests for medical forms and/or test results, etc.; ensures resolution of the caller need
• Leverages critical thinking with speed and accuracy to identify reason for the call and take appropriate action based on caller need and acuity; researches complex issues in the electronic health record and consults/escalates to clinical staff when necessary; leverages multiple job aids and resources to provide appropriate level of service
• Navigates the electronic health record to obtain and validate historical information; captures and documents clinical and financial information in the electronic health record; maintains accountability for accurate data entry in the electronic health record and maintains patient privacy and security as outlined by HIPAA
• Schedules patient visits based on multiple complex provider preferences; verifies and updates insurance and checks insurance eligibility; collects and documents demographics; maintains proficiency in and shares knowledge of insurance basics, MyChart, and appointment instructions; documents and sends messages to providers and clinical staff in the electronic health record for clinical-based needs; communicates directly with providers (physicians) to relay pertinent clinical information during after hours
• Manages calls within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, and average transaction time; provides excellent and consistent customer service in a variety of situations; communicates in a professional, positive, and respectful manner with patients, providers, BJC staff and external organizations; provides subject matter expertise for peers, assists with training of performance and customer service standards, and assists with process or technology issue resolution; updates and manages provider call schedule with changes during after hours
• Assists with candidate interviews and provides training and coaching to new and existing team members; manages escalations regarding process/department questions, technology issues, and customer service complaints and questions
• Completes proactive quality audits of performance standards; reports operational performance metrics; monitors daily call stats and supports workforce management activity to shift staff based on call volumes

Skills

• High School Diploma or GED
• 5-10 years of experience
• No supervisor experience required
• Associate's Degree

Benefits

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance• paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

Company Overview