Customer Experience Technical Support Coordinator

Banner Health • Mesa, AZ

10d • Onsite

About The Position

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you. This is a call center role that focuses on providing help desk support to patients for both the Banner Patient Account portal and the Banner Imaging portal. Portal agents help patients connect accounts to medical records, reset passwords, educate on navigating the portal, and provide troubleshooting of errors related to connecting accounts, logging in, and accessing records. Call center and customer service background is important, with previous help desk experience is helpful. Location: Banner Health Corp Mesa (525 W Brown Rd) Hours: Monday through Friday from 8:00am – 4:30pm, no weekends and no holidays. Training will take 6-8 weeks and be done during the same hours of the normal shift: Monday through Friday from 8:00am – 4:30pm. Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care. POSITION SUMMARY This position provides first level customer service focused technical support through omni-channel platforms to the various hospital communities in a contact center environment. The incumbent will assist work group in the role of answering, logging, resolving and escalation of customer issues.

Requirements

• Must possess level of knowledge typically obtained through the completion of an associate’s degree in related field or equivalent combination of relevant education, technical, business and healthcare experience.
• Moderate experience, typically gained through one to two years relevant work experience.
• Requires communication and presentation skills to engage technical and non-technical audiences.
• Requires ability to communicate and interact across facilities and at various levels.

Nice To Haves

• General knowledge of information technology and healthcare is desirable.
• Additional related education and/or experience preferred.

Responsibilities

• Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental interactions providing support to customers and responding to customer requests in a professional, confidential and courteous manner. Follows written and computer-based procedures to ensure that calls are processed according to departmental guidelines.
• Interacts with the external customer, department and vendor support to facilitate first call problem resolution. Documents interactions with customers using problem tracking system. Escalates user issues as needed by contacting the appropriate area. Updates the problem tracking system as necessary.
• Utilizes on-line procedures, solutions, and knowledge databases. Ability to learn and maintain knowledge of multiple technology systems and platforms supported in order to provide high quality resolution and service to customers.
• Contributes to team decisions, participates in team meetings and fosters team growth. Interacts with team members and other internal partners as needed.
• This position has responsibility for selected information applications or systems. Work is performed in a fast paced, multi-tasked environment where there may be conflicting priorities as it relates to the urgency of the issue and or application. The incumbent has minor level decision-making authority for call escalation and issue resolution and works at peer level. The incumbent participates in meetings, presentations, planning sessions, implementation activities, and supports functions system wide.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 5,001-10,000 employees