Clinical Team Lead - Customer Service Access Center

BJC HealthCare is a multi-specialty physician-led organization that provides access to extraordinary care across various locations. They are seeking a Clinical Team Lead for their Customer Service Access Center, responsible for managing incoming patient calls, providing clinical support, and leading front line staff to ensure quality service and operational efficiency.

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
• BJC has determined this is a safety-sensitive position. The ability to work in a constant state of alertness and in a safe manner is an essential function of this job

Requirements:

• High School Diploma or GED
• 5-10 years of experience
• No supervisor experience
• Associate's Degree
• < 2 years of supervisor experience