Consumer Experience Representative

Department Name: Patient Contact Ctr MDAnderson

Work Shift: Day

Job Category: Marketing and Communications

Those 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 coordinate and process 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 QUALIFICATIONS

Experience with a hospital switchboard strongly preferred.

Additional related education and/or experience preferred.

Estimated Pay Range:

$16.65 - $24.97 / 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.

EEO Statement:

EEO/Disabled/Veterans Our organization supports a drug-free work environment.

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