Service Center Representative

Banner Health•Phoenix, AZ

1d•Remote

About The Position

As a Service Center Representative, you will be part of a fast-paced inbound customer service environment. Having call Center/Contact Center experience is a must, preferably in managed care. Healthcare Insurance experience with plans and benefits will be helpful in this role. The hours for this position are Monday - Friday 8:30AM-6PM AZ Time. There may be occasional weekend trainings. Most major holidays off. 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 supports the organization’s service center by providing daily customer service to physicians and/or staff, employees, health and dental plan members and dependents, payors, hospital staff, and the community at large. Herein referred to as “customer”.

Requirements

High school diploma/GED or equivalent working knowledge.
Demonstrated ability to provide essential customer service and knowledge in a high paced contact center environment as typically demonstrated with up to one year of experience, preferably in a healthcare or managed care.
Ability to use technology tools to research and obtain accurate information to respond to customer inquiries via incoming calls, emails and/or instant messaging/chat avenues while maintaining a professional and service oriented demeanor at all times.
Demonstrated ability to utilize computer and typing skills.
The candidate must possess excellent communication skills to maintain a positive and helpful attitude with customers.
Must have the ability to follow oral and written directions as they relate to the functions listed above.
Must have the ability to acquire and utilize a sound knowledge of the company’s customer information systems, as well as, fundamental knowledge of the organization’s benefit programs, as described above.
Must possess excellent organizational and time management skills to display the ability to provide timely, accurate information on a variety of benefit-oriented subjects.
MUST RESIDE IN THE STATE OF AZ.

Nice To Haves

Bilingual preferred.
Associate's degree with at least one to two years experience in a high call volume service center strongly preferred.
Additional related education and/or experience preferred.

Responsibilities

Receives, documents, researches and responds to customer inquiries following established policies, procedures and standards.
Prepares and/or initiates a variety of correspondence/documents in response to customer inquiries, following departmental procedures and compliance guidelines.
Facilitates timely research and issue resolution through interaction and communication with the appropriate parties, which includes but is not limited to, department team members, employees within the organization, physician offices, and/or contracted plan representatives.
Works cohesively with team members to ensure delivery of outstanding customer service, in a positive work environment, that supports the department’s ongoing goals and objectives.
Fulfills informational needs of clients for care coordination of members, appropriate access to contracted providers, services of contracted managed care organizations, employee benefits, health and dental plan inquiries, and services of staff such as utilization review, prior authorization, billing and contract management.
Services inbound and outbound customer and staff communications for all facilities in the states in which they operate. Works with various departments and staff to provide accurate managed care information.