Consumer Experience Representative

Primary City/State:
Phoenix, Arizona

Department Name:
Banner Staffing Services-AZ

Work Shift:
Day

Job Category:
Marketing and Communications

A rewarding career that fits your life. Banner Staffing Services offers a world of opportunities to make an impact on one of the country's leading health systems. If you're looking to leverage your abilities - you belong at Banner Staffing Services.

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 offer flexibility in scheduling and 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 Healthcare Consumer Experience Representative at Banner, you will join a fantastic team, working alongside our excellent staff.

As a valued and respected Banner Health team member, you will enjoy:

• Competitive wages
• Paid orientation
• Flexible Schedules (select positions)
• Fewer Shifts Cancelled
• Weekly pay
• 403(b) Pre-tax retirement
• Employee Assistance Program
• Employee wellness program
• Discount Entertainment tickets
• Restaurant/Shopping discounts
• Auto Purchase Plan

Registry/Per Diem positions do not have guaranteed hours and no medical benefits package is offered. Registry/Per Diem positions require a minimum of 4 shifts a month commitment. Completion of post-offer Occupational Health physical assessment, drug screen and background check (includes; employment, criminal and education) is required.
This position is remote , Monday- Friday 8:30AM-5PM

POSITION SUMMARY
This position coordinates and processes inbound and outbound calls and tasks for several facilities and the community. Provides quality customer service and accurate information to internal and external customers by efficiently processing and responding to all incoming, outgoing, interdepartmental & community calls, emails and other correspondence.

CORE FUNCTIONS
1. Accurately and efficiently processes a high volume of incoming, outgoing and interdepartmental calls providing information to callers and responding to caller requests in a professional, confidential and courteous manner. Follows written and computer based procedures to ensure that calls are processed according to individual facility guidelines.

2. Maintains accurate and timely information provided by internal departments for physician referrals and class/event schedules. Includes entry of information into database as well as upkeep. Maintains accurate documentation related to this work.

3. Uses the computer and telephone to access information for a designated group of facilities, processing calls, referrals and scheduling for patients, staff, and the community at large. Locates database information quickly and process calls accurately utilizing computer based software, web-based and database information, patient databases, organization's intranet, and other available resources.

4. Completes scheduling and physician Referral functionality for internal and external contacts. Follows detailed instructions established by each educator or department and shows initiative and problem solving skills when handling difficult or challenging situations. Maintains accurate documentation in electronic database and written records as set forth by each educator or department.

5. As assigned, process payments and ensure security and confidentiality of electronic credit card payments, adjustments, correspondence, refunds, in an accurate and timely manner, meeting goals in work quality and productivity. Coordinates with other staff members and department staff as necessary ensure correct processing. May perform other office and clerical support work including, but not limited to, making copies, sending faxes communication with patients and Banner Health staff and/or other routine responsibilities.

6. Maintains and organizes class and event schedule as well as physician profiles within a database, paperwork and/or documentation and ensures the confidentiality of those items.

7. Works closely with all departments, staff and customers for several facilities to ensure efficient operations. Customers include patients, employees, volunteers, departments, physicians, organizational entities, external vendors and the community at large.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge. Reading, writing and math skills.

Must possess a general knowledge of operations in a telephone/customer service environment, specifically with a call center and/or switchboard telephone system, as normally demonstrated through one to two years of experience.

Must possess excellent oral and written communication, as well as listening skills to effectively interact pleasantly and calmly with incoming callers. Must possess basis computer skills, including familiarity with computer keyboards. Must be able to effectively prioritize and make sound decisions following established department policies, procedures and standards. Ability to multi-task in a fast paced environment with frequent interruptions. Must be able to learn and apply department procedures to react quickly to emergency situations, as well as process calls within defined standards. Must possess the ability to work cohesively in a team environment, as well as train and act as a mentor to peers.

PREFERRED QUALIFICATIONS

Experience with a hospital switchboard strongly preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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