Consumer Experience Representative

Banner Health•Mesa, AZ

2d•$17 - $25

About The Position

Banner Health is seeking a Consumer Experience Representative for its Patient Contact Center. The role coordinates and processes inbound and outbound calls and tasks for several facilities and the community, providing accurate information and quality customer service to internal and external customers. It involves responding to calls, emails, and other correspondence while following facility-specific procedures and maintaining confidentiality. The representative uses computer systems and telephone tools to find information, process calls, referrals, and scheduling, and maintain database records. The position also supports class and event schedules, physician profiles, payment processing, and routine office and clerical tasks as assigned. The role works closely with departments, staff, patients, physicians, volunteers, vendors, and the wider community. The regular shift is Monday through Friday, 8:30 a.m. to 5 p.m.; training is Monday through Friday, 7:30 a.m. to 4 p.m. The estimated pay range is $16.65 to $24.97 per hour.

Requirements

High school diploma, GED, or equivalent working knowledge.
Reading, writing, and math skills.
General knowledge of telephone and customer-service operations in a call center and/or switchboard environment, typically demonstrated by one to two years of experience.
Excellent oral and written communication and listening skills.
Basic computer skills, including familiarity with computer keyboards.
Ability to prioritize effectively and make sound decisions in accordance with department policies, procedures, and standards.
Ability to multitask in a fast-paced environment with frequent interruptions.
Ability to learn and apply department procedures, react quickly to emergency situations, and process calls within defined standards.
Ability to work cohesively in a team and train and mentor peers.

Nice To Haves

Hospital switchboard experience is strongly preferred.
Additional related education and/or experience is preferred.

Responsibilities

Process high volumes of incoming, outgoing, and interdepartmental calls accurately and efficiently, providing information and responding professionally, courteously, and confidentially.
Follow written and computer-based procedures and facility-specific guidelines when processing calls.
Maintain accurate and timely information about physician referrals and class and event schedules, including entering and updating database information and documenting work.
Use computers, telephone systems, web-based resources, databases, patient databases, and the organization’s intranet to locate information and process calls, referrals, and scheduling.
Complete scheduling and physician referral functions for internal and external contacts, following department or educator instructions and using initiative and problem-solving skills in challenging situations.
Maintain accurate electronic and written records as required by each educator or department.
As assigned, process payments and handle electronic credit card payments, adjustments, correspondence, and refunds accurately and securely.
Coordinate with staff and departments to ensure correct payment processing and meet work-quality and productivity goals.
Perform office and clerical support tasks as needed, such as copying, faxing, and communicating with patients and Banner Health staff.
Maintain and organize class and event schedules and physician profiles, preserving the confidentiality of related information.
Work with departments, staff, and customers across several facilities to support efficient operations.