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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.

**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.

Physical Requirements

Physical Demands

Frequency 0% 1-33% 34-66% 67-100%

Lifting/ Carrying (0-50 lbs.) x

Lifting/ Carrying (50-100 lbs.) x

Push/ Pull (0-50 lbs.) x

Push/ Pull (50-100 lbs.) x

Stoop, Kneel x

Crawling x

Climbing x

Balance x

Bending x

Work Position

Frequency 0% 1-33% 34-66% 67-100%

Sitting x

Walking x

Standing x

Additional Physical Requirements/Hazards

Physical Requirements

Hear alarms/telephone/audio recordings

Acuity – near

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

As a Bon Secours Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer

+ Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)

+ Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts

+ Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders

+ Tuition assistance, professional development and continuing education support

_Benefits may vary based on the market and 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 Bon secours Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email [email protected] . 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 [email protected]