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.Job Functions:Primary Function/General Purpose of PositionThe Customer Service Specialist is part of a high-volume transactional team that serves as the primary point of contact for internal andexternal customers. They are the first touch point for all issues, and are expected to apply their knowledge of each aspect of the function inorder to research and resolve issues independently in a timely manner. The Customer Service Specialist is to monitor customer servicetickets, which include recorded phone and email conversations. Escalation to management is expected for recurring issues that need to beidentified for possible process improvements. The Customer Service Specialist has a unique perspective and requires broad knowledge onthe 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 aswarranted. 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 tomanagement for possible process improvement.EducationHigh School Diploma/GED (required)Associates Degree (preferred)Bachelors Degree (preferred)Many of our opportunities reward* your hard work with:Comprehensive, affordable medical, dental and vision plansPrescription drug coverageFlexible spending accountsLife insurance w/AD&DEmployer contributions to retirement savings plan when eligiblePaid time offEducational AssistanceAnd much more*Benefits offerings vary according to employment statusAll 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 . 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