Primary City/State:
Arizona, Arizona
Department Name:
Work Shift:
Day
Job Category:
Administrative Services
You have a place in the health care industry. At Banner Health, caring for people is at the core of all we do. We are committed to diversity, equity and inclusion. If that sounds like something you want to be a part of - apply today!
Banner Health has been recognized by Becker’s Healthcare as one of the 150 top places to work in health care. In addition, we recently made Newsweek’s list of America’s Greatest Workplaces 2023 for Diversity. These recognitions reflect Banner Health's investment in team members' professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.
As a Senior Service Center Representative, you will utilize your excellent customer service and arranging skills to exceed the needs of Banner Plans & Networks Service Center Representatives and Members. You will assist in reviewing the daily phone queues, manage escalated calls from internal Representatives, members and providers. You will also review incoming faxes and internal email requests. Some outbound calling will also be required.
Your work location will be entirely remote. Work shifts will be Monday-Friday with times falling between 8:00 a.m. - 8:00 p.m. Arizona time zone. Schedules may vary based on business needs. New Years Day is a required work holiday for this role. If this role sounds like the one for you, Apply Today!
POSITION SUMMARY
This position provides leadership and expertise to the representatives providing customer service to providers and members of benefit plans; supports the development of the company health plans as well as the staff by coordinating the training, documentation, client communication techniques, and other resources necessary to ensure an excellent quality of service. This position serves as a primary resource in complex and/or sensitive cases and takes escalated calls. May be assigned to work in a variety of team leadership, work flow management and/or quality assurance functions.
CORE FUNCTIONS
1. Provides customer service, researches and solves problems for escalated calls and member or provider issues requiring investigation and problem solving.
2. Provides training and informational/reference resources for the service center.
3. Maintains records, tracks cases, issues correspondence and log events for assigned area of benefits services.
4. Provides direction and leadership in daily work and workflow of a service center team.
5. Works on special projects as assigned.
7. Works under limited supervision to provide for diverse customer service needs for multiple benefit plans. Interprets company and contracted managed care organization policy and procedure. Makes decisions within structured definitions and defined policy. This position manages diverse customer needs while positioning services and programs as the preferred choice for meeting the stated needs. This position independently interprets benefits and managed care policies and procedures and communicates accordingly to customer base, following general guidelines and standards, this position will determine appropriate action to meet customer needs.
MINIMUM QUALIFICATIONS
High school diploma/GED or equivalent working knowledge.
Must have substantial previous related work experience in managed care benefits member/provider services work are required, with three to fours years of experience in a high volume service center or managed care environment, preferably with self-insured plans.
Must possess excellent communication skills to handle moderately complex inquiries, while maintaining a positive and helpful attitude. Requires the ability to handle a high volume of incoming calls, search the database or resources tools for correct and timely information, and maintain a professional demeanor all times. Must have the ability to learn and effectively use the company’s customer information systems, as well as developing and maintaining a fundamental knowledge of the organization’s benefit plans.
PREFERRED QUALIFICATIONS
Experience working with self-insured plans is highly preferred. Bilingual Spanish/English skills are a plus.
Additional related education and/or experience preferred.
EOE/Female/Minority/Disability/Veterans
Our organization supports a drug-free work environment.
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