Consumer Experience Representative

Banner Health; Arizona; On-site; USD 23,000 - 34,000; Full time

Job summary

Banner Health seeks a Consumer Experience Representative to handle inbound and outbound calls, provide accurate information, and support patient and community inquiries across facilities. You will use databases and software to schedule referrals, manage class/event calendars, and assist with payments while maintaining confidentiality.

Ideal candidates have a high school diploma and 1–2 years in a call center or customer service environment, with strong communication skills and the ability to

Qualifications

• High school diploma/GED or equivalent working knowledge.
• 1–2 years of experience in a call center or switchboard environment.
• Excellent oral and written communication; ability to interact pleasantly.
• Basic computer skills and keyboard familiarity.
• Ability to multi-task in a fast-paced environment and follow procedures.

Responsibilities

• Process a high volume of inbound/outbound calls and provide information professionally.
• Maintain accurate information for physician referrals and class/event schedules; enter data into database.
• Use computer/phone to access information for scheduling for patients, staff and community; locate data quickly.
• Complete scheduling and physician referral functionality for internal/external contacts following established guidelines.
• Process payments and ensure secure handling of electronic payments; coordinate with staff for accuracy.
• Maintain class/event schedules and physician profiles in databases while ensuring confidentiality.
• Collaborate with departments to ensure efficient operations for patients, employees, vendors and the community.

Skills

Customer service

Call center

Communication skills

Computer skills

Team player

Education

High school diploma/GED

Job description

Consumer Experience Representative### Consumer Experience RepresentativeApply: Remote: Remote Arizona: Full time: Posted Today: R4457361**Department Name:**Patient Contact Ctr MDAnderson**Work Shift:**Day**Job Category:**Marketing and CommunicationsThose who have joined the Banner mission come from all walks of life, united by the common goal: Make health care easier, so life can be better. If changing health care for the better sounds like something you want to be part of, we want to hear from you.Banner Health is seeking a **Consumer Experience Representative** to join our team. In this role, a dynamic candidate will 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.This role offers a multitude of opportunity to learn about the patient healthcare experience. Together with our business partners we are using technology to innovate and leverage a best in class experience for our customers. As Arizona's largest healthcare employer we are proud to share our vision of the future which makes healthcare easier so life can be better.**Shift M-F 8:30 AM- 5 PM****Training: M-F 7:30 AM- 4 PM****Hospital switchboard experience helpful**.Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.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 QUALIFICATIONSExperience with a hospital switchboard strongly preferred. Additional related education and/or experience preferred. **Estimated Pay Range:**$16.65 - $24.97 / hourBanner 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.