Additional Information About the Role BJC Health is looking for a Full-Time Remote Call Center Specialist. - - Handles large volume of incoming customer inquiries; utilizes customer service skills and tools to accurately identify, research and respond to the customers' inquiry. - Provide MyChart Patient Portal support to patients with activation of their account, resetting of passwords, navigation of the MyChart portal. - Navigates Electronic Medical Record (EPIC) to support patient inquiries. - Maintains accountability for accurate data entry and maintains patient privacy and security as outlined by HIPAA. - Communicates in a professional, positive and respectful manner; provides a high level of customer service when handling telephone calls and responding to e-mails. - Full-Time position, ideal candidates should live in the Greater St. Louis area and have availabilty to work until 6pm. Overview BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3 billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14 hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice. BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development. BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country. Expands BJC HealthCare's growth from hospitals located in the 500 mile catchment area, through direction of the BJC HealthCare corporate service line marketing initiatives. This includes the BJC Call Center, the WUSM Department of Pediatrics line, the SLCH Nurse Triage Answer Line, After Hours Service and Physician Exchange. Through telephone and internet vehicles, expands consumer and physician access to BJC¿s hospitals and corporate service lines. Includes 24/7 operation of multidisciplinary call centers that handle over 450,000 physician and consumer calls a year. Includes SLCH Children's Direct Physician Accessl Line/Transfer Center, which, in partnership with WUSM provides services including transfers, direct admits Transport Team dispatch, phone consults, referrals to/appointment for WUSM clinics, patient information, etc. generating incremental volume and margin to the system, enhanced communication with physicians and clients and high physician/patient satisfaction. Also delivers market research and customer relationship management activities. Preferred Qualifications Role Purpose The Experience Center connects our consumers and patients to the care they need while increasing access to our health system and reducing friction. The Associate Advisor, Experience Center role is responsible for managing a high volume of inbound and outbound contacts for BJC Medical Group, Washington University, and private providers affiliated with BJC Health System. This position serves as the initial point of contact for patients seeking to establish care within our health system. This position also facilitates our patients' healthcare needs by fielding a variety of inquiries including event registration, patient navigation, and support for our MyChart patient portal. Responsibilities - Manage a high volume of customer contacts including: incoming and outbound calls , emails, chat, etc, from patients for a variety of reasons, to include tier one calls (single service line or domain) - Manage inquiries/contacts within established performance and customer service standards; achieves targeted abandoned call rate, average speed of answer, average response time and average transaction time; provides excellent and consistent customer service for a variety of call types; communicates in a professional, positive and respectful manner with patients, providers, BJC staff and external organizations. - Consistently exceeds individual service level standards including: contacts managed, ASA, Transaction Time, RONA, QI Scores, etc. - Responsible for appropriate and accurate data entry, coding and documentation of all interactions. Minimum Requirements Education - High School Diploma or GED Experience - No Experience Supervisor Experience - No Experience Preferred Requirements Experience - <2 years Benefits and Legal Statement BJC Total Rewards At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being. - 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 To learn more, go to our Benefits Summary. *Not all benefits apply to all jobs The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer

• This role is responsible for overseeing daily operations related to patient medication refill administration, and inbound pharmacy patient inquires OR prior authorization and financial assistance support • Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurate prior authorization and financial assistance support) • Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing • Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation • Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Patient Engagement Partner – Access Center role is critical to an exceptional patient experience. This role provides a positive patient experience during all encounters and is responsible for answering patient calls, scheduling appointments, working referral work queues, and assisting the patient with their current needs. The Patient Engagement Partner establishes and maintains ongoing partnerships with designated practice and clinical partners to ensure achievement of aligned goals. JOB DUTIES AND RESPONSIBILITIES: - Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment. - Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or escalate the call to a nurse for immediate attention; coordinates services, as needed. - Verifies and updates patient demographic and insurance information. - Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role. - Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs. - Actively participates as a team member in resolution of problems as they are identified. - Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve. - Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center. - Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols. Consistently acts to build positive relationships with our clinical partners. - Other duties as assigned. PHYSICAL AND SENSORY REQUIREMENTS: Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision. EDUCATION: - High School diploma or equivalent required TRAINING AND EXPERIENCE: - Previous general computer experience with data entry required - Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred - Previous healthcare experience with medical terminology preferred - Previous experience with electronic medical record (EMR) preferred Competencies required: - Excellent communication, facilitation, and presentation skills. - Focused on compliance - Demonstrates continuous growth - Quality-driven - Service-oriented - Excels at time management Ability to work from home in accordance with the Network Work from Home Policy if needed. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.

• Design and oversee implementation of complex Dialogflow CX architectures • Architect end-to-end integration patterns between CCAI and external systems • Lead transition to Generative AI-driven workflows using Vertex AI • Develop secure, scalable webhooks and middleware • Optimize Speech-to-Text and Text-to-Speech configurations • Implement Agent Assist modules for real-time suggestions • Analyze conversation logs and establish CI/CD pipelines • Mentor junior AI developers and provide technical coaching