Primary City/State:

Arizona, Arizona

Department Name:

Customer Care

Work Shift:

Day

Job Category:

Administrative Services

Help move health care into the future. At Banner Plans & Networks we are changing health care to make the experience the best it can be. If that sounds like something you want to be part of, apply today.

Banner Plans & Networks (BPN) is an integrated network for Medicare and private health plans. Known nationally as an innovative leader, BPN insurance plans and physicians work collaboratively to keep members in optimal health while reducing costs. Supporting our members and vast network of providers is a team of professionals known for innovation, collaboration, and teamwork. If you would like to contribute to this leading-edge work, we invite you to bring your experience and skills to BPN.

In the role of Health Plans Associate Manager at the Service Center, you will be a key member of the Service Center Team. Drawing on your leadership experience and knowledge of Medicare/Medicaid, you will guide the call center team. Your responsibilities will include managing daily call center operations, supporting direct reports and colleagues, handling escalation requests, compiling reports, overseeing workforce management such as call center queues, participating in inbound/outbound calls when needed, conducting quality reviews and call monitoring, and providing coaching and feedback to team members.

The position is fully remote, with work hours from Monday to Friday, primarily between 9:00 a.m. and 5:30 p.m. Occasionally, you may need to start earlier or finish later to assist the team. Working on New Year's Day is a requirement for this role. Additionally, for compliance reasons, residency in Arizona is mandatory for this position.

Banner Health Network (BHN) is an accountable care organization that joins Arizona's largest health care provider, Banner Health, and an extensive network of primary care and specialty physicians to provide the most comprehensive healthcare solutions for Maricopa County and parts of Pinal County. Through BHN, known nationally as an innovative leader in new health care models, insurance plans and physicians are coming together to work collaboratively to keep members in optimal health, while reducing costs.

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 of experience in a high-volume call center. One to two years of 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.

Experience and understanding of Microsoft Applications, IDX, Siebel, Salesforce, Customized Applications, SharePoint, and Genesys preferred.

EEO Statement:

EEO/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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