Associate Manager HME Customer Service

Banner Health; United States; Remote; USD 34,000 - 50,000; Full time

Job summary

Banner Health's HME Customer Relations team seeks 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 improve workflows and operations.

This role leads the client services center, ensuring plan member rights and responsibilities, overseeing training, performance reviews, and compliance with HIPAA and ERISA, and coordinating reporting to drive

Qualifications

• 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 or supervising a team.
• Excellent oral, written and interpersonal communication and customer service skills; strong reporting skills.

Responsibilities

• Hires, trains, conducts performance reviews and manages day-to-day workflow.
• Supervises client services to provide accurate information on benefits programs and care coordination.
• Monitors call statistics and generates departmental reports to ensure coverage and quality.
• Develops and maintains department policies and standards.
• Supervises customer service calls to ensure quality and adherence to guidelines.
• Collaborates with facilities and departments to ensure efficient operations and stakeholder satisfaction.

Skills

Leadership

Communication

Coaching

Reporting

Education

Associates degree in healthcare or business

Tools

Reporting software

Job description

Department Name: Admin-HME

Work Shift: Day

Job Category: Administrative Services

At 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

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting.

This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

Anticipated Closing Window (actual close date may be sooner): 2027-01-19

EEO Statement: EEO/Disabled/Veterans

Our organization supports a drug-free work environment.