Associate Manager HME Customer Service

Banner Health; Northern (KY); Hybrid; USD 33,000 - 50,000; Full time

Job summary

Banner Health's HME Customer Relations team is seeking an Associate Manager to supervise day-to-day client services, monitor workloads, staffing, and service levels across departments.

You will coach employees, drive accountability, and deliver measurable improvements in patient care.

Qualifications

• Associates degree in healthcare, business, or related field.
• 3–5 years in a high-volume call center.
• 1–2 years leading/supervising a team.
• Strong written and verbal communication; collaborative mindset.

Responsibilities

• Hires, trains, conducts performance reviews; plans day-to-day workflow.
• Supervises client services to ensure accurate information delivery.
• Monitors call statistics and generates reports for KPI tracking.
• Develops and maintains department policies and standards.
• Oversees staff conduct and ensures service levels across stakeholders.
• Coordinates with facilities and departments to ensure efficient operations.

Skills

Call center management

Healthcare experience

Coaching and development

Customer service excellence

Reporting and analytics

Education

Associates degree in healthcare/business

Tools

Reporting software

Job description

## Associate Manager HME Customer ServiceApply: Remote: Remote Arizona: Remote Wyoming: Remote Colorado: Full time: Posted Yesterday: R4453074**Department Name:**Admin-HME**Work Shift:**Day**Job Category:**Administrative ServicesAt Banner Health, we set leaders up to succeed. We ensure leaders have the staff and resources their vision requires. Join a nationally recognized leader that values excellence and begin making a difference in people’s lives. Banner Health's HME Customer Relations team is looking for an Associate Manager who thrives in fast-paced environments and is passionate about developing others. You'll monitor workloads, staffing, and service levels while collaborating across departments to continuously improve workflows and operations. This is a unique opportunity to influence day-to-day operations, develop future leaders, and drive meaningful process improvements — all while gaining broad exposure across multiple areas of HME. We're looking for a leader with experience managing customer service, healthcare, call center, or patient support teams, along with a strong track record of coaching employees, driving accountability, and delivering measurable results. If you're seeking growth, visibility, and the chance to lead with purpose while directly impacting patient care, this role was made for you. Schedule: Monday through Friday, 9AM to 6PM with occasional holiday or weekend coverage.POSITION SUMMARY This position supervises the day-to-day operations of the organization’s client services center, which includes ensuring plan member rights and responsibilities are adhered to. CORE FUNCTIONS 1. Hires, trains, conducts performance reviews, as well as plans and supervises the day-to-day workflow for the department staff. This includes ensuring the staff complies with federal and state regulations, including HIPAA and ERISA. 2. Supervises the client services center to ensure customers receive appropriate, timely and accurate information pertaining to the benefit programs, including care coordination, contracted providers, related services, enrollment requirements, as well as utilization review, prior authorization, and claims and contract management. 3. Partners with management to monitor and evaluate call statistics to ensure appropriate and adequate coverage for the staff. This includes generating departmental reports to track customer service effectiveness, efficiency, productivity, and quality of the client services staff, as well as coordinating work activities to meet operational requirements and achieve customer satisfaction. 4. Participates in the development and maintenance of department policies, procedures and standards in conjunction with organizational standards. 5. Supervises customer service calls to observe staff demeanor, accuracy and conformity to departmental guidelines and procedures. Ensures excellent services levels to all client service center stakeholders. 6. This position has direct accountability for the organization’s client services department, which entails working with all facilities, employees, departments and key constituents to ensure efficient operations. Customers include the plan administration provider community, employee members and their dependents, physician office staff, allied health professionals and related entities, departments and programs. MINIMUM QUALIFICATIONS Requires a level of business and clinical knowledge as normally obtained through the completion of an Associates degree in healthcare, business, or related field. Three to five years experience in a high volume call center. One to two years experience leading and/or supervising a team. Must have excellent oral, written and interpersonal communication and customer service skills to effectively interact with internal and external customers and client services team, as described above. Must have a working knowledge of personal software packages to create and generate reports, as well as retrieve and track reporting data. Must be results oriented and able to independently supervise multiple processes and activities simultaneously in a fast-paced environment. PREFERRED QUALIFICATIONS Additional related education and/or experience preferred.**Estimated Pay Range:**$24.32 - $36.48 / hour