Senior Service Center Representative

Banner Health•Phoenix, AZ

1d•Remote

About The Position

Banner Staffing Services (BSS) offers Registry/Per Diem opportunities within Banner Health. Registry/Per Diem positions are utilized as needed within our facilities. These positions are great way to start your career with Banner Health. As a BSS team member, you are eligible to apply (at any time) as an internal applicant to any regular opportunities within Banner Health. As a Senior Service Center Representative for Banner Plans & Networks you will take inbound calls answering member and provider questions regarding coverage, benefits, claims, and other plan inquiries. You will be working in a fast paced and multitasking environment. You will provide excellent customer service and satisfaction with a goal of first call resolution. As a Senior Service Center Representative, you will be working in a remote setting. Your shifts will be Monday-Friday between, 6am-9pm, (No guaranteed hours but expectation is 40 hours each week) Arizona Time Zone. (Some after-hours or weekends may be required for certain types of training. Advanced notification will be provided when this is necessary.) Please note Banner Staffing Services roles do not offer medical benefits or paid time off accrual. These roles are assignment based with no guarantee of hours and assignments can conclude at any time. MUST RESIDE IN THE STATE OF AZ. 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. Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee.

Requirements

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.
MUST RESIDE IN THE STATE OF AZ.

Nice To Haves

Experience working with self insured plans is highly preferred.
Bilingual Spanish/English skills are a plus.
Additional related education and/or experience preferred.

Responsibilities

Provides customer service, researches and solves problems for escalated calls and member or provider issues requiring investigation and problem solving.
Provides training and informational/reference resources for the service center.
Maintains records, tracks cases, issues correspondence and log events for assigned area of benefits services.
Provides direction and leadership in daily work and workflow of a service center team.
Works on special projects as assigned.
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.
Manages diverse customer needs while positioning services and programs as the preferred choice for meeting the stated needs.
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.